Tier II Advanced Support AgentAgil3 Technology Solutions LLC • San Antonio, TX, United States
serp_jobs.error_messages.no_longer_accepting
Tier II Advanced Support Agent
Agil3 Technology Solutions LLC • San Antonio, TX, United States
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionEmail 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 : Experience supporting enterprise environments and federal customers strongly preferred. Certifications : CompTIA A+, Network+, or Security+ (preferred). Microsoft Certified Desktop Support Technician (MCDST) or equivalent (preferred). Skills : 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. 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)
Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer's IT infrastructure. Tier II staff support remote connectivity, authentication, email, mobile devices, software installations, and hardware, ensuring timely resolution of complex issues in compliance with established performance standards.
Key Responsibilities
- Provide advanced troubleshooting and resolution for escalated incidents including :
Mobile device issues (AirWatch or equivalent mobile service environment).
Minimum Qualifications
Minimum 3-5 years of experience in IT support, help desk, or technical troubleshooting.
ITIL v4 Foundation (required).
Strong technical troubleshooting skills for enterprise applications, networks, and operating systems.
Other Requirements
Company Overview
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 :
serp_jobs.job_alerts.create_a_job
Tier Ii Advanced Support Agent • San Antonio, TX, United States
Job_description.internal_linking.related_jobs
Air and Marine Operations (AMO), a component of U.Customs and Border Protection (CBP) offers those with Merchant Mariner Credentials the exceptional opportunity of a career in law enforcement worki...serp_jobs.internal_linking.show_more Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more 
Army Emergency Medicine Physician’s provide critical medical care to stabilize and treat Soldiers and their families with acute health problems or traumatic injury If you are a professional in the ...serp_jobs.internal_linking.show_more Pilot CBP Air Interdiction Agent.Air and Marine Operations (AMO), a component of U.Customs and Border Protection (CBP), offers skilled Pilots interested in law enforcement an opportunity to work wi...serp_jobs.internal_linking.show_more 
ABOUT The success and safety of every mission depend on getting needed supplies, materials, and equipment at a moment’s notice.
The service members of the Purchasing, Supply & Logistics community ma...serp_jobs.internal_linking.show_more
Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more ABOUT Effective, secure communication in the cyber domain is essential to the everyday operations of military intelligence in America’s Navy.
Information Professionals who oversee the seamless opera...serp_jobs.internal_linking.show_more 
Responsible for assigned shop and field mechanical and electrical repair functions to ensure continuous production consistent with established standards.
Assist Field Supervisors with Rig-ups and eq...serp_jobs.internal_linking.show_more ABOUT Explosive Ordnance Disposal (EOD) Technicians have expertise in the most conventional and unconventional explosives to ensure the secure disposal of explosive weaponry.They are on call to res...serp_jobs.internal_linking.show_more ABOUT Effective, secure communication in the cyber domain is essential to the everyday operations of military intelligence in America’s Navy.
Information Professionals who oversee the seamless opera...serp_jobs.internal_linking.show_more Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more ABOUT Explosive Ordnance Disposal (EOD) Technicians have expertise in the most conventional and unconventional explosives to ensure the secure disposal of explosive weaponry.They are on call to res...serp_jobs.internal_linking.show_more 
Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more
THE ARMY HEALTH CARE ADVANTAGE As a member of the Army health care team, you’ll receive benefits that you won’t be able to get in a civilian career.
Challenging Work Feel inspired with great case di...serp_jobs.internal_linking.show_more ABOUT Effective, secure communication in the cyber domain is essential to the everyday operations of military intelligence in America’s Navy.
Information Professionals who oversee the seamless opera...serp_jobs.internal_linking.show_more 
Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more ABOUT Enlisted Sailors in the Navy Cryptology community analyze encrypted electronic communications, jam enemy radar signals, decipher information in foreign languages, and maintain state-of-the-ar...serp_jobs.internal_linking.show_more 
Description Specialization : Emergency Medicine Job Summary : Methodist Hospital Atascosa is recruiting skilled and dedicated emergency medicine physicians to join our collegial team 45 minutes sout...serp_jobs.internal_linking.show_more Customs and Border Protection (CBP) offers those interested in a career in law enforcement an exceptional opportunity to work with an elite team of highly trained professionals whose camaraderie, p...serp_jobs.internal_linking.show_more )
Tier II Advanced Support Agents provide second-level technical support for the contract environment.They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced...serp_jobs.internal_linking.show_more
Marine Interdiction Agent
U.S. Customs and Border Protection • Falls City, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
United States Border Patrol Agent
U.S. Customs and Border Protection • Floresville, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Active Emergency Medicine Physician
United States Army • Karnes City, TX, United States
serp_jobs.job_card.permanent
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Air Interdiction Agent
U.S. Customs and Border Protection • Somerset, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Logistics Specialist
Navy • Jourdanton, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
U.S. Border Patrol Agent
U.S. Customs and Border Protection • Falls City, Texas, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Information Systems Technician
Navy • Charlotte, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Helper - Shop Hand
Spartan Flow Control Services LLC • Pleasanton, TX, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Explosive Ordnance Disposal Technician
Navy • Karnes City, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Information Technology Professional (IT Support)
Navy • Charlotte, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Border Patrol Agent
U.S. Customs and Border Protection • Poteet, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Bomb Technician
Navy • Charlotte, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Customs and Border Protection Officer - Experienced (GS9)
U.S. Customs and Border Protection • Leming, TX, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Reserve Entomologist
United States Army • Poth, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Military Intelligence
Navy • La Vernia, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Customs and Border Protection Officer
U.S. Customs and Border Protection • Leming, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Cyber Warfare Technician
Navy • La Vernia, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Emergency Medicine Physician
Hca Healthcare • Jourdanton, Texas, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Border Patrol Agent - Earn up to $30,000 in Recruitment Incentives
U.S. Customs and Border Protection • New Berlin, TX, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Tier II Advanced Support Agent
Agil3 Technology Solutions (A3T) • •San Antonio, TX, US
serp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
serp_jobs.last_updated.last_updated_30