Help Desk Technician (Tier 1 Agent)

• 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 the required SLA (1-hour response, 1 business day resolution).

• 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.

• Use and contribute to 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.

• 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.

• 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.

• Familiarity with Windows OS, Microsoft 365 applications, VPN and remote connectivity tools.
• Knowledge of ServiceNow (or similar ITSM tools) strongly preferred.

• CompTIA A+ or HDI Desktop Support Technician.
• ITIL v3/v4 Foundation is desirable.

• 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.

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)