.svg)
Agil3 Technology Solutions (A3T)
Tier I Service Desk Agent
Join Agil3 Technology Solutions as a Tier I Service Desk Agent in Ashburn, VA. Provide 24/7 IT support using ServiceNow, resolving issues and ensuring service quality. Bilingual support preferred. Benefits include medical, dental, and tuition assistance.
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
September 10, 2025
Tier I Service Desk Agents provide first-line customer support for organizational employees, contractors, government agencies (PGAs), and trade partners. They resolve common IT issues, escalate complex incidents, and maintain service standards. They serve as the initial point of contact, offering 24/7 assistance.
Requirements
- Answer and respond to incoming calls, chats, and emails from customers, PGAs, and trade partners.
- Document all incidents and requests in the IT Service Management (ITSM) tool (e.g., ServiceNow).
- Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority customers.
- Conduct customer Portal validation checks.
- Provide bilingual support (Spanish/English) as needed.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short Term & Long-Term Disability
- Paid Holidays
- Paid Time Off (PTO)
- Tuition and Professional Development Assistance
- Parking/Travel Reimbursement
Requirements Summary
HS diploma or equiv. Associate’s/Bachelor’s preferred. 1-2+ yrs help desk/IT support exp. Certifications like A+ (preferred). Strong communication & problem-solving skills
About
Agil3 Technology Solutions (A3T)
Tech, Software & IT Services, Public Administration
View company