Job Description

The successful candidate possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.

DUTIES & RESPONSIBILITIES 

• Answering and responding to inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes. 
• Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. 
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists.
• Provides technical support as required in data management, document control, computer support, project control, and other related areas.

Qualifications

• MUST BE US CITIZEN REQUIRED. ACTIVE SECRET SECURITY CLEARANCE 
• Must have Prior experience working in a customer service environment.
•  Required DoD 8570 certified; CompTia A+ Certification required OR the following; HDI OR IITL AND Security + OR Network + certifications
•  Bachelors Degree in any discipline with 100 hours of professional education related OR Microsoft Certified Product Specialist, or 1 year experience with hands-on working knowledge in MS
• Windows Vista/XP, Windows 2000, Office 97,2000 is preferred Experience with Remedy a plus.
• Must have excellent oral skills and be able to speak clearly.
• Must have a very positive attitude.

Additional Information

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 established in 2012.  A recent recipient of the prestigious Washington Technology, TOP 50 (ranking #9), 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 a YOU to join our growing team. 

A3T OFFERS EXCELLENT BENEFITS TO ENHANCE THE WORK-LIFE BALANCE, THESE INCLUDE THE FOLLOWING:

• 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)

It is the policy of A3T to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations.