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Agil3 Technology Solutions (A3T)
Help Desk Technician (Tier 2 Agent)
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Asset Management
IT Service Management
Incident Management
Knowledge Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
September 23, 2025
The Tier 2 Agent provides on-site and advanced technical support for agency staff at headquarters and regional offices. They handle escalated incidents, resolve hardware/software issues, and ensure timely service delivery according to SLAs. This role bridges the gap between triage and engineering support, ensuring consistent service.
Requirements
- Incident resolution and escalation
- On-site presence at HQ Alexandria
- Hardware/Software support
- Knowledge management & documentation
- IT asset management
- Excellent communication skills
- Understanding of endpoint security tools
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short Term & Long-Term Disability
- 401k Retirement Savings Plan
- Paid Holidays
- Paid Time Off (PTO)
- Tuition and Professional Development Assistance
- Parking/Travel Reimbursement
Requirements Summary
Associate's degree preferred. 3-5 years IT support experience, 2+ in Tier 2. Strong troubleshooting skills with Windows/MS/VPN. ServiceNow/ITM experience preferred
About
Agil3 Technology Solutions (A3T)
Tech, Software & IT Services, Public Administration
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