){kind=logo}
Help Desk Technician (Tier 1 Agent)
Agil3 Technology Solutions (A3T)•Alexandria, VA, USjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
- serp_jobs.filters_job_card.quick_apply
job_description.job_card.job_descriptionTicket Management Log, track, and update all incidents and service requests in ServiceNow, ensuring compliance with agency ticketing SOPs. Knowledge & Process Management Use and contribute to agency’s internal knowledge base, incorporating feedback from Tier 2 / 3 teams. 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. 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. Certifications (Preferred) : CompTIA A+ or HDI Desktop Support Technician. Soft Skills : Strong customer service orientation, communication, and troubleshooting ability. Ability to follow scripts and procedures consistently while documenting accurately. Other Requirements Must pass background investigation. Must be a U.S. Citizen. 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. 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) Powered by JazzHR
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 the required SLA (1-hour response, 1 business day resolution).
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.
Follow scripts, SOPs, and ServiceNow workflows for consistent ticket handling.
Create problem tickets when trends emerge and alert Tier 2 staff and COR.
Support Help Desk utilization tracking and provide feedback for process improvements.
Qualifications
Knowledge of ServiceNow (or similar ITSM tools) strongly preferred.
ITIL v3 / v4 Foundation is desirable.
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :
A3T offers excellent benefits to enhance the work-life balance, including :
serp_jobs.job_alerts.create_a_job
Help Desk Technician • *Alexandria, VA, US
Job_description.internal_linking.related_jobs
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success.
We empower our teams, contribute to our communities, an...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
RCG is a growing federal contracting company and Certified as a Great Place to Work.We are looking for strongly qualified people to help support our clients.
Help Desk Tier I for a full-time remote ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
Bachelor’s degree in IT, Computer Science, or related discipline.The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Se...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
This position is part of a proposal submission and is contingent upon contract award.Oversee help desk operations to ensure efficient and timely support.
Manage a team of technicians, set performanc...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success.
We empower our teams, contribute to our communities, an...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days 
The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida.
This role provides Tier 2–3 troublesho...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
As a Help Desk Specialist, you possess and apply skills on multiple complex work assignments.These assignments may be broad in nature, requiring originality and innovation in determining how to acc...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
The Help Desk Specialist will serve as the first line of support for users experiencing technical issues with hardware, software, and network systems.
This role is responsible for diagnosing and res...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days 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 inc...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days 
KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements.
KMI is a Minority Business Enterprise (MBE) and Small D...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA and is seeking a.
This is a full-time and onsite position in.Provides Tier 1 help desk s...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30)
The Help Desk Specialist Level 2 role provides multi-faceted support to all ADDMAN internal clients / end users in an Information Technology Service Desk capacity.
The role is primarily responsible fo...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
As a Field Help Desk Technician, playing a pivotal role in ensuring seamless IT support.In this dynamic position, you'll spend 75% of your time at a key customer site, delivering top-notch help des...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 The Help Desk Technician provides on-site technical support for end users at a secure government healthcare facility in Bethesda, Maryland.
This role delivers Tier 1–2 troubleshooting for hardware, ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days 
Grow, innovate, and generate progress : .Harness your expertise to solve challenges and celebrate success! Job Summary : JCS Solutions has a need for a Senior Tier 1 Helpdesk Specialist to suppo...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
About the Company Solvere One has established a top-level Managed Service Provider (MSP) brand that focuses on network security and proactive management solutions as a chosen IT services and ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
Join Innosoft as a Help Desk Technician / Analyst and become a vital part of our team on the IDIQ project for the National Endowment for the Arts (NEA).
In this role, you will be the frontline of sup...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
The Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting, communication, documentation, and interpersonal skills.Please submit your appli...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
- serp_jobs.job_card.promoted
Enterprise Help Desk Tier 1 Manager
Leidos IncLorton, VA, United Statesserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
Help Desk Tier I - Remote (Local to DMV area ONLY)
RCG, Inc.Silver Spring, MD, United Statesserp_jobs.filters.remote
serp_jobs.job_card.full_time
Tier 2 Help Desk Specialist
Systems Engineering Solutions CorporationAlexandria, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Manager
SiloSmashersArlington, VA, USAserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
Enterprise Help Desk (EHD) Agent, Tier 1
Leidos IncLorton, VA, United Statesserp_jobs.job_card.full_time
Senior Help Desk Technician
Spectrum Comm IncFalls Church, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Specialist
ENS Solutions, LLCJoint Base Anacostia-Bolling, DC, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Specialist
MAGADIA CONSULTING INCLaurel, MD, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Technician (Tier 2 Agent)
Agil3 Technology Solutions (A3T)•Alexandria, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
Help Desk Tier I
Knowledge Management, Inc.Washington, DC, USserp_jobs.job_card.full_time
Help Desk Specialist
Job DetailsSilver Spring, MD, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Specialist 2
Anne Arundel Workforce Development Corporation (AAWDC)Glen Burnie, MD, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Service Desk Technician
Latitude IncMillersville, Maryland, United States, 21108serp_jobs.job_card.full_time
IT Help Desk Technician
Spectrum Comm IncFalls Church, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Helpdesk Specialist (Tier 1)
JCS Solutions LLCFort Belvoir, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
MSP Help Desk Technician - Tier I
Solvere One / HouseCallDulles, VA, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
Help Desk Technician / Analyst
Innosoft CorporationWashington, DC, usserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
Help Desk Technician
Stinson LLPWashington, DC, United Statesserp_jobs.job_card.full_time