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 incidents from Tier 1, resolve hardware/softw...
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...