Help Desk Technician (Tier 2 Agent)
Agil3 Technology Solutions (A3T)Alexandria, Virginia, United States • Austin, Texas, United States • Tempe, Arizona, United States
Posted September 23, 2025
Full Time
About the Company
Agil3Tech is a leading provider of cybersecurity and IT solutions to federal agencies, including the Department of Defense, Intelligence Community, and Civil Agencies. With over 35 years of experience in C4IM and cyber security, they deliver critical communications and network security services. Agil3Tech offers dynamic career opportunities and holds multiple small business certifications, making them a trusted partner for maintaining and protecting IT infrastructure.
Job Description
The Tier 2 Agent provides on-site and advanced technical support for the agency, handling escalated incidents from Tier 1. They resolve hardware/software issues, manage Windows/Microsoft 365, and maintain excellent service delivery. This role is a crucial connection between triage and Tier 3 engineering, impacting both the user experience and the agency's operational efficiency.
Requirements
- Associate’s degree or higher in IT-related field preferred.
- 3–5 years of IT support experience, with 2+ years in a desk-side / Tier 2 support role.
- 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.
- CompTIA A+, Network+, or Security+ certifications preferred.
- ITIL v3/v4 Foundations and HDI Desktop Support Technician preferred.
- Must pass background investigation.
- U.S. Citizen.
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