A3T (Agil3 Technology Solutions)
Help Desk Technician (Tier 1 Agent)
A3T (Agil3 Technology Solutions), Alexandria, Virginia, us, 22350
Overview
The Tier 1 Agent serves as the first point of contact for all IT-related inquiries and incidents through the OneStop Help Desk. The agent provides initial troubleshooting, incident resolution for routine issues, and ensures accurate logging, routing, and escalation of tickets as needed. This role is critical to maintaining high levels of customer satisfaction and timely IT service delivery across headquarters, regional offices, and field staff. Key Responsibilities
Customer Support & Incident Handling Answer incoming calls, emails, and OneStop self-service tickets from end users Provide first call resolution for common issues, including password resets, account unlocks, basic connectivity support, printer configuration, and application login issues Deliver “white glove” support to VIPs, meeting required SLA (1-hour response, 1 business day resolution) Ticket Management: Log, track, and update all incidents and service requests in ServiceNow, ensuring compliance with agency ticketing SOPs Document all work notes and resolutions; close tickets upon completion or document “no user response” per policy Escalate unresolved issues to Tier 2 in accordance with the approved escalation matrix Knowledge & Process Management: Use and contribute to the agency’s internal knowledge base, incorporating feedback from Tier 2/3 teams Follow scripts, SOPs, and ServiceNow workflows for consistent ticket handling Create problem tickets when trends emerge and alert Tier 2 staff and COR Service Levels & Reporting: Meet or exceed SLA performance metrics, including average speed to answer, abandon rate, first-level resolution rate, and customer satisfaction targets Participate in periodic training when new hardware, software, or procedures are introduced Support Help Desk utilization tracking and provide feedback for process improvements Education & Experience
High School Diploma (minimum); Associate’s degree or IT-related coursework preferred 1–2 years of prior IT help desk, call center, or desktop support experience Technical Skills
Familiarity with Windows OS, Microsoft 365 applications, VPN and remote connectivity tools Knowledge of ServiceNow (or similar ITSM tools) strongly preferred Certifications (Preferred)
CompTIA A+ or HDI Desktop Support Technician ITIL v3/v4 Foundation is desirable Soft Skills
Strong customer service orientation, communication, and troubleshooting ability Ability to follow scripts and procedures consistently while documenting accurately Must pass background investigation Must be a U.S. Citizen 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. A3T is experiencing industry-leading recognition and growth. 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) Senioriry level
Mid-Senior level Employment type
Full-time Job function
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The Tier 1 Agent serves as the first point of contact for all IT-related inquiries and incidents through the OneStop Help Desk. The agent provides initial troubleshooting, incident resolution for routine issues, and ensures accurate logging, routing, and escalation of tickets as needed. This role is critical to maintaining high levels of customer satisfaction and timely IT service delivery across headquarters, regional offices, and field staff. Key Responsibilities
Customer Support & Incident Handling Answer incoming calls, emails, and OneStop self-service tickets from end users Provide first call resolution for common issues, including password resets, account unlocks, basic connectivity support, printer configuration, and application login issues Deliver “white glove” support to VIPs, meeting required SLA (1-hour response, 1 business day resolution) Ticket Management: Log, track, and update all incidents and service requests in ServiceNow, ensuring compliance with agency ticketing SOPs Document all work notes and resolutions; close tickets upon completion or document “no user response” per policy Escalate unresolved issues to Tier 2 in accordance with the approved escalation matrix Knowledge & Process Management: Use and contribute to the agency’s internal knowledge base, incorporating feedback from Tier 2/3 teams Follow scripts, SOPs, and ServiceNow workflows for consistent ticket handling Create problem tickets when trends emerge and alert Tier 2 staff and COR Service Levels & Reporting: Meet or exceed SLA performance metrics, including average speed to answer, abandon rate, first-level resolution rate, and customer satisfaction targets Participate in periodic training when new hardware, software, or procedures are introduced Support Help Desk utilization tracking and provide feedback for process improvements Education & Experience
High School Diploma (minimum); Associate’s degree or IT-related coursework preferred 1–2 years of prior IT help desk, call center, or desktop support experience Technical Skills
Familiarity with Windows OS, Microsoft 365 applications, VPN and remote connectivity tools Knowledge of ServiceNow (or similar ITSM tools) strongly preferred Certifications (Preferred)
CompTIA A+ or HDI Desktop Support Technician ITIL v3/v4 Foundation is desirable Soft Skills
Strong customer service orientation, communication, and troubleshooting ability Ability to follow scripts and procedures consistently while documenting accurately Must pass background investigation Must be a U.S. Citizen 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. A3T is experiencing industry-leading recognition and growth. 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) Senioriry level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: Internet Publishing Sign in to set job alerts for “Help Desk Technician” roles.
#J-18808-Ljbffr