Help Desk Technician (Tier 2 Agent)

Agil3 Technology Solutions (A3T)-posted 3 months ago
Full-time • Entry Level
Tempe, AZ
11-50 employees
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The Tier 2 Agent provides on-site and advanced technical support to the agency staff at headquarters (Alexandria, VA) and regional offices (Austin, TX; Tempe, AZ). Tier 2 Agents handle escalated incidents from Tier 1, resolve hardware/software issues that require desk-side intervention, and ensure timely service delivery per Service Level Agreements (SLAs). They are critical in bridging the gap between initial help desk triage and Tier 3 engineering support.

  • Provide desk-side troubleshooting and resolution of escalated tickets, including workstation hardware, operating systems, VPN, remote connectivity, printers, and peripheral devices.
  • Resolve complex application support issues (e.g., Microsoft 365, ServiceNow, enterprise business apps).
  • Escalate unresolved issues to Tier 3, documenting all steps and maintaining clear communication with end users.
  • Maintain a dedicated full-time presence at headquarters in Alexandria.
  • Ensure minimum on-site coverage of one FTE three (3) days per week at both Austin, TX and Tempe, AZ regional offices.
  • Deliver VIP/“white glove” support for executives and senior leadership, including on-site event or travel support when needed.
  • Install, configure, and maintain laptops, desktops, mobile devices, and related hardware.
  • Provide support for software rollouts, updates, and patching in collaboration with engineering teams.
  • Ensure compliance with agency security policies and configuration standards.
  • Update and maintain troubleshooting knowledge articles in ServiceNow.
  • Document recurring issues and contribute to problem management activities.
  • Provide feedback to Tier 1 agents to reduce escalations and improve first-call resolution rates.
  • Meet SLA targets for response and resolution, ensuring excellent customer satisfaction.
  • Support continuity of coverage during leave, surge events, or special projects.
  • Participate in IT asset moves, adds, changes, and accountability as directed.
  • Associate’s degree or higher in IT-related field preferred.
  • 3–5 years of IT support experience, with at least 2 years in a desk-side / Tier 2 support role.
  • Strong troubleshooting skills with Windows 10/11, Microsoft 365, VPN, Active Directory, and mobile device management.
  • Familiarity with ServiceNow (or similar ITSM ticketing platforms).
  • Knowledge of imaging, patching, and endpoint security tools.
  • CompTIA A+, Network+, or Security+.
  • ITIL v3/v4 Foundations.
  • HDI Desktop Support Technician (preferred).
  • Strong communication and customer service orientation.
  • Ability to work independently on-site, while coordinating with Tier 1 and Tier 3 teams.
  • Professional demeanor when supporting executives and VIPs.
  • 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)
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