Help Desk Technician (Tier 2 Agent)

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Tier 2 Agent provides on-site and advanced technical support to the agency staff at headquarters (Alexandria VA) and regional offices (Austin TX; Tempe AZ). Tier 2 Agents handle escalated incidents from Tier 1 resolve hardware/software issues that require desk-side intervention and ensure timely service delivery per Service Level Agreements (SLAs). They are critical in bridging the gap between initial help desk triage and Tier 3 engineering support.
Key Responsibilities
Incident Resolution & Escalation

Provide desk-side troubleshooting and resolution of escalated tickets including workstation hardware operating systems VPN remote connectivity printers and peripheral devices.
Resolve complex application support issues (e.g. Microsoft 365 ServiceNow enterprise business apps).
Escalate unresolved issues to Tier 3 documenting all steps and maintaining clear communication with end users.

On-Site Presence

Maintain a dedicated full-time presence at headquarters in Alexandria.
Ensure minimum on-site coverage of one FTE three (3) days per week at both Austin TX and Tempe AZ regional offices.
Deliver VIP/white glove support for executives and senior leadership including on-site event or travel support when needed.

Hardware/Software Support

Install configure and maintain laptops desktops mobile devices and related hardware.
Provide support for software rollouts updates and patching in collaboration with engineering teams.
Ensure compliance with agency security policies and configuration standards.

Knowledge Management & Documentation

Update and maintain troubleshooting knowledge articles in ServiceNow.
Document recurring issues and contribute to problem management activities.
Provide feedback to Tier 1 agents to reduce escalations and improve first-call resolution rates.

Service Level & Customer Support

Meet SLA targets for response and resolution ensuring excellent customer satisfaction.
Support continuity of coverage during leave surge events or special projects.
Participate in IT asset moves adds changes and accountability as directed.

Qualifications
Education & Experience:

Associates degree or higher in IT-related field preferred.
35 years of IT support experience with at least 2 years in a desk-side / Tier 2 support role.

Technical Skills:

Strong troubleshooting skills with Windows 10/11 Microsoft 365 VPN Active Directory and mobile device management.
Familiarity with ServiceNow (or similar ITSM ticketing platforms).
Knowledge of imaging patching and endpoint security tools.

Certifications (Preferred):

CompTIA A Network or Security.
ITIL v3/v4 Foundations.
HDI Desktop Support Technician (preferred).

Soft Skills:

Strong communication and customer service orientation.
Ability to work independently on-site while coordinating with Tier 1 and Tier 3 teams.
Professional demeanor when supporting executives and VIPs.

Other Requirements

Must pass background investigation.
Must be a U.S. Citizen.

Company Overview

Agil3 Technology Solutions LLC (A3T) is a Northern Virginia based ISO 9001:2018 ISO 20000 & ISO 27001 Certified 8a Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9 and on the list for last 4 years!) A3T is experiencing industry leading recognition and addition to the CEOs recognition as an All-Star Entrepreneur A3T is recognized by Inc Magazine as one of the fastest growing companies in the country by Vet 50 as Fastest Growing Veteran-Owned Businesses and is featured in CyberSecurity Ventures / Cybercrime Magazine! As a go-to Women-Owned Cybersecurity company in US and internationally. As part of our growth we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance including:

Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)

Required Experience:

Manager

The Tier 2 Agent provides on-site and advanced technical support to the agency staff at headquarters (Alexandria VA) and regional offices (Austin TX; Tempe AZ). Tier 2 Agents handle escalated incidents from Tier 1 resolve hardware/software issues that require desk-side intervention and ensure timely...

Provide desk-side troubleshooting and resolution of escalated tickets including workstation hardware operating systems VPN remote connectivity printers and peripheral devices.
Resolve complex application support issues (e.g. Microsoft 365 ServiceNow enterprise business apps).
Escalate unresolved issues to Tier 3 documenting all steps and maintaining clear communication with end users.

On-Site Presence

Maintain a dedicated full-time presence at headquarters in Alexandria.
Ensure minimum on-site coverage of one FTE three (3) days per week at both Austin TX and Tempe AZ regional offices.
Deliver VIP/white glove support for executives and senior leadership including on-site event or travel support when needed.

Hardware/Software Support

Install configure and maintain laptops desktops mobile devices and related hardware.
Provide support for software rollouts updates and patching in collaboration with engineering teams.
Ensure compliance with agency security policies and configuration standards.

Knowledge Management & Documentation

Update and maintain troubleshooting knowledge articles in ServiceNow.
Document recurring issues and contribute to problem management activities.
Provide feedback to Tier 1 agents to reduce escalations and improve first-call resolution rates.

Service Level & Customer Support

Meet SLA targets for response and resolution ensuring excellent customer satisfaction.
Support continuity of coverage during leave surge events or special projects.
Participate in IT asset moves adds changes and accountability as directed.

Qualifications
Education & Experience:

Associates degree or higher in IT-related field preferred.
35 years of IT support experience with at least 2 years in a desk-side / Tier 2 support role.

Technical Skills:

Strong troubleshooting skills with Windows 10/11 Microsoft 365 VPN Active Directory and mobile device management.
Familiarity with ServiceNow (or similar ITSM ticketing platforms).
Knowledge of imaging patching and endpoint security tools.

Certifications (Preferred):

CompTIA A Network or Security.
ITIL v3/v4 Foundations.
HDI Desktop Support Technician (preferred).

Soft Skills:

Strong communication and customer service orientation.
Ability to work independently on-site while coordinating with Tier 1 and Tier 3 teams.
Professional demeanor when supporting executives and VIPs.

Other Requirements

Must pass background investigation.
Must be a U.S. Citizen.

Company Overview

A3T offers excellent benefits to enhance the work-life balance including:

Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)

Required Experience:

Manager

Key Skills

user account
Active Directory
Customer Service
Information Technology
desk support
End user
Project Management
Phone Calls
service levels agreement
Desk Staff
Ltil
Procedures
Setup
hardware
Technical Support

Apply Now

About Company

A3T

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