Tier I Service Desk Agent

Tier I Service Desk Agents

Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance to organizational employees, contractors, Participating Government Agencies (PGAs), and trade partners. Agents serve as the initial point of contact, resolving common IT issues, escalating complex incidents, and ensuring that all tickets and communications meet established quality and performance standards.

Key Responsibilities

• Answer and respond to incoming calls, chats, self-service tickets, and emails from customers, PGAs, and trade partners.
• Document all incidents and requests in the Government-provided IT Service Management (ITSM) tool (e.g., ServiceNow), capturing troubleshooting steps and resolution actions.
• Provide first-level triage and resolution for issues including:
  • Organizational proprietary and COTS applications
  • Email and messaging connectivity
  • Mobile devices (phones, tablets)
  • Hardware (desktops, laptops, printers, scanners, cameras, routers, video equipment)
  • Network connectivity and workstation login issues
  • Password resets and account unlocks (in line with organizational security procedures)
  • Remote connectivity via VPN or Workplace tools
• Escalate incidents to Tier II support or vendor partners when necessary, ensuring proper ticket documentation and handoff.
• Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority VIP customers.
• Conduct customer Portal validation checks (e.g., accessibility testing every 3 hours and post-maintenance validation).
• Provide bilingual support (Spanish/English) as needed for customer-related calls and incidents.
• Communicate ticket status and resolution updates to customers in a timely, professional manner.
• Adhere to all Standard Operating Procedures (SOPs), knowledge articles, and scripted responses to ensure consistency and compliance.
• Contribute to continuous improvement by reporting recurring issues, documenting knowledge gaps, and suggesting SOP refinements.

Minimum Qualifications

• Education: High school diploma or equivalent required. Associate's or Bachelor's degree in IT or related field preferred.
• Experience:
  • Minimum 1–2 years of help desk, call center, or IT customer support experience.
  • Experience in a federal or enterprise IT service desk environment preferred.
• Certifications:
  • CompTIA A+, Network+, or HDI Desktop Support Technician (preferred, not required).
  • ITIL v4 Foundation (preferred).
• Skills:
  • Strong customer service, communication, and problem-solving skills.
  • Basic knowledge of Windows, Microsoft Office, Active Directory, and common IT troubleshooting.
  • Ability to work in a fast-paced, 24x7x365 environment with shifting priorities.
  • Proficiency with ITSM ticketing systems (ServiceNow experience strongly preferred).

Other Requirements

• Must be a U.S. Citizen.
• Must pass government background investigation.
• Must be able to work shifts (day, swing, or night) to support round-the-clock coverage.

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 growth. In addition to the CEO's 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.

Benefits

• 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)