Tier I Service Desk Agent

• Answer and respond to incoming calls, chats, self-service tickets, and emails from customers, PGAs, and trade partners.
• Document all incidents and requests in the Government-provided IT Service Management (ITSM) tool (e.g., ServiceNow), capturing troubleshooting steps and resolution actions.
• Provide first-level triage and resolution for issues including:
  • Organizational proprietary and COTS applications
  • Email and messaging connectivity
  • Mobile devices (phones, tablets)
  • Hardware (desktops, laptops, printers, scanners, cameras, routers, video equipment)
  • Network connectivity and workstation login issues
  • Password resets and account unlocks (in line with organizational security procedures)
  • Remote connectivity via VPN or Workplace tools
• Escalate incidents to Tier II support or vendor partners when necessary, ensuring proper ticket documentation and handoff.
• Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority VIP customers.
• Conduct customer Portal validation checks (e.g., accessibility testing every 3 hours and post-maintenance validation).
• Provide bilingual support (Spanish/English) as needed for customer-related calls and incidents.
• Communicate ticket status and resolution updates to customers in a timely, professional manner.
• Adhere to all Standard Operating Procedures (SOPs), knowledge articles, and scripted responses to ensure consistency and compliance.
• Contribute to continuous improvement by reporting recurring issues, documenting knowledge gaps, and suggesting SOP refinements.

• Education: High school diploma or equivalent required. Associate’s or Bachelor’s degree in IT or related field preferred.
• Experience:
  • Minimum 1–2 years of help desk, call center, or IT customer support experience.
  • Experience in a federal or enterprise IT service desk environment preferred.
• Certifications:
  • CompTIA A+, Network+, or HDI Desktop Support Technician (preferred, not required).
  • ITIL v4 Foundation (preferred).
• Skills:
  • Strong customer service, communication, and problem-solving skills.
  • Basic knowledge of Windows, Microsoft Office, Active Directory, and common IT troubleshooting.
  • Ability to work in a fast-paced, 24x7x365 environment with shifting priorities.
  • Proficiency with ITSM ticketing systems (ServiceNow experience strongly preferred).

• Must be a U.S. Citizen.
• Must pass government background investigation.
• Must be able to work shifts (day, swing, or night) to support round-the-clock coverage.

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)