Tier II Advanced Support Agent

• Provide advanced troubleshooting and resolution for escalated incidents including:
  • Mobile device issues (AirWatch or equivalent mobile service environment).
  • Email and Microsoft Outlook functionality.
  • Personal Identity Verification (PIV) card authentication and access issues.
  • VPN connectivity (Global Protect, Zscaler, or DHS Workplace remote access tools).
  • Microsoft Office suite and Windows operating system issues.
  • Active Directory account or access issues.
  • Remote workstation and peripheral troubleshooting (laptops, desktops, tablets, printers, scanners, cameras).
  • Remote software installations using approved government tools.
• Document all troubleshooting steps and resolutions in the Government ITSM tool (e.g., ServiceNow).
• Escalate unresolved incidents to internal teams or third-party vendors, ensuring complete and accurate ticket handoff.
• Answer and respond to transferred calls, chats, and tickets within required service levels.
• Support major incident management, participating in bridge calls and providing status updates on customer impacts.
• Monitor and maintain service quality, ensuring that Tier II incidents are resolved or escalated within required timeframes.
• Contribute to knowledge management by creating and updating troubleshooting documentation, knowledge articles, and SOPs.
• Collaborate with Tier I staff to provide feedback and informal training on recurring escalation issues.
• Participate in continuous improvement initiatives, recommending process or tool enhancements.

• Education: Associate’s degree or higher in Information Technology or related field (preferred).
• Experience:
  • Minimum 3–5 years of experience in IT support, help desk, or technical troubleshooting.
  • Experience supporting enterprise environments and federal customers strongly preferred.
• Certifications:
  • ITIL v4 Foundation (required).
  • CompTIA A+, Network+, or Security+ (preferred).
  • Microsoft Certified Desktop Support Technician (MCDST) or equivalent (preferred).
• Skills:
  • Strong technical troubleshooting skills for enterprise applications, networks, and operating systems.
  • Proficiency with ITSM tools (ServiceNow experience preferred).
  • Ability to manage multiple escalations simultaneously while maintaining attention to detail.
  • Strong communication skills for working directly with end-users and documenting technical solutions.
  • Customer service focus with ability to explain complex issues in simple terms.

• Must be a U.S. Citizen.
• Must pass government background investigation.
• Must be available to work shifts (day, swing, or night) to support 24x7x365 operations.

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. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• 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)