Tier II Advanced Support Agent

Tier II Advanced Support Agents provide second-level technical support for the contract environment, handling escalated incidents and requests from customers. They troubleshoot mobile devices, email systems, and personal identity verification, ensuring timely resolution of complex issues and excellent customer service. The role involves collaboration with Tier I staff, documenting solutions, and contributing to knowledge management.

Requirements

• Associate’s degree or higher in Information Technology or related field (preferred)
• Minimum 3–5 years of experience in IT support, help desk, or technical troubleshooting
• Experience supporting enterprise environments and federal customers strongly preferred
• ITIL v4 Foundation (required)
• ITIL v4 Foundation + (Preferred)
• Microsoft Certified Desktop Support Technician (MCDST) or equivalent (preferred)

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan
• Paid Holidays
• Paid Time Off
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement