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Tier I Service Desk Agent Job Opening In Ashburn – Now Hiring Agil3 Technology Solutions (A3T)


Job description

Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance to organizational employees, contractors, Participating Government Agencies (PGAs), and trade partners.


Agents serve as the initial point of contact, resolving common IT issues, escalating complex incidents, and ensuring that all tickets and communications meet established quality and performance standards.


Key Responsibilities Answer and respond to incoming calls, chats, self-service tickets, and emails from customers, PGAs, and trade partners.


Document all incidents and requests in the Government-provided IT Service Management (ITSM) tool (e.g., ServiceNow), capturing troubleshooting steps and resolution actions.


Provide first-level triage and resolution for issues including:



  • Organizational proprietary and COTS applications Email and messaging connectivity Mobile devices (phones, tablets) Hardware (desktops, laptops, printers, scanners, cameras, routers, video equipment) Network connectivity and workstation login issues Password resets and account unlocks (in line with organizational security procedures) Remote connectivity via VPN or Workplace tools Escalate incidents to Tier II support or vendor partners when necessary, ensuring proper ticket documentation and handoff.

  • Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority VIP customers.
  • Conduct customer Portal validation checks (e.g., accessibility testing every 3 hours and post-maintenance validation).
  • Provide bilingual support (Spanish/English) as needed for customer-related calls and incidents.
  • Communicate ticket status and resolution updates to customers in a timely, professional manner.
  • Adhere to all Standard Operating Procedures (SOPs), knowledge articles, and scripted responses to ensure consistency and compliance.
  • Contribute to continuous improvement by reporting recurring issues, documenting knowledge gaps, and suggesting SOP refinements.

M inimum Qualifications Education:



  • High school diploma or equivalent required.

  • Associate’s or Bachelor’s degree in IT or related field preferred.

Experience:



  • Minimum 1–2 years of help desk, call center, or IT customer support experience.

  • Experience in a federal or enterprise IT service desk environment preferred.

Certifications:



  • CompTIA A+, Network+, or HDI Desktop Support Technician (preferred, not required).

  • ITIL v4 Foundation (preferred).

Skills:



  • Strong customer service, communication, and problem-solving skills.

  • Basic knowledge of Windows, Microsoft Office, Active Directory, and common IT troubleshooting.
  • Ability to work in a fast-paced, 24x7x365 environment with shifting priorities.
  • Proficiency with ITSM ticketing systems (ServiceNow experience strongly preferred).
  • Other Requirements Must be a U.S.
  • Citizen.
  • Must pass government background investigation.
  • Must be able to work shifts (day, swing, or night) to support round-the-clock coverage.

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:



  • 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

  • Required Skill Profession

    Information And Record Clerks


  • Job Details

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Unlock Your Tier I Potential: Insight & Career Growth Guide


Real-time Tier I Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Tier I in Ashburn, United States, highlighting market share and opportunities for professionals in Tier I roles.

60106 Jobs in United States
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Download Tier I Jobs Trends in Ashburn and United States

Are You Looking for Tier I Service Desk Agent Job?

Great news! is currently hiring and seeking a Tier I Service Desk Agent to join their team. Feel free to download the job details.

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Agil3 Technology Solutions (A3T) adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying United States laws and regulations

What Is the Average Salary Range for Tier I Service Desk Agent Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Ashburn. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Tier I Service Desk Agent?

Key qualifications for Tier I Service Desk Agent typically include Information And Record Clerks and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

How Can I Improve My Chances of Getting Hired for Tier I Service Desk Agent?

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Interview Tips for Tier I Service Desk Agent Job Success

Agil3 Technology Solutions (A3T) interview tips for Tier I Service Desk Agent

Here are some tips to help you prepare for and ace your Tier I Service Desk Agent job interview:

Before the Interview:

Research: Learn about the Agil3 Technology Solutions (A3T)'s mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

Be Positive: Focus on your strengths and accomplishments.

Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Tier I Service Desk Agent interview at Agil3 Technology Solutions (A3T), research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Agil3 Technology Solutions (A3T)'s products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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