Help Desk Technician (Tier 2 Agent)
20 days ago
Tempe
Job DescriptionThe 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. Key Responsibilities · Incident Resolution & Escalation • 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.· On-Site Presence, • 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.· Hardware/Software Support, • 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.· Knowledge Management & Documentation, • 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.· Service Level & Customer Support, • Meet SLA targets for response and resolution, ensuring excellent customer satisfaction., • Support continuity of coverage during leave, surge events, or special projects., • 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.· Technical Skills:, • 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.· Certifications (Preferred):, • CompTIA A+, Network+, or Security+., • ITIL v3/v4 Foundations., • HDI Desktop Support Technician (preferred).· Soft Skills:, • 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.Other Requirements, • Must pass background investigation. 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 jldRYoepM6