The Role
Lead Tier III support by overseeing ticket workflows, performing minor troubleshooting, assigning and reviewing tickets, tracking resolution metrics, and maintaining SOPs and Knowledge Base articles. Organize documentation, run trackers, and participate in process-improvement efforts to improve internal operations and customer experience.
Summary Generated by Built In
About Agile Defense
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.
Requisition #: 1673
Job Title: Tier III Analyst
Location: Hybrid, Rosslyn, VA
Clearance Level: Secret, Must Have Clearance to Start
Job Description
The Tier III Analyst role was created to strengthen the organization’s advanced support structure and ensure consistent, high‑quality resolution of complex technical issues. As systems and customer needs have grown, the team requires a dedicated specialist who can oversee ticket workflows, maintain critical documentation, and drive continuous improvement across support processes.
This role plays a key part in bridging daily operational needs with long‑term enhancements, ensuring both efficient internal operations and a better overall customer experience.
Education and Background
- High School Diploma or equivalent(GED) required.
Years of Experience
7+ years
Required Skills
The Tier III Analyst will be responsible for maintaining and implementing the Tier III support structure and ticket resolution processes. They will engage in ticket reviews, minor troubleshooting, and ticket assignments, and be responsible for providing status updates regarding current ticket load and resolution metrics.
They will also be responsible for organizing trackers and work for Tier III related documentation, such as Standard Operating Procedures and Knowledge Base Articles. With a constant eye for improvement, they will participate in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience.
Working Conditions
On site twice a week in Rosslyn, VA
Our Core Values
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.
What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.
- Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
- Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
- Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
- Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
- Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
- Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Skills Required
- High School Diploma or equivalent (GED)
- 7+ years of relevant experience
- Active Secret security clearance (must have to start)
- On-site presence twice a week in Rosslyn, VA (hybrid)
- Maintain and implement Tier III support structure and ticket resolution processes
- Perform ticket reviews, minor troubleshooting, ticket assignments, and provide status updates and resolution metrics
- Organize trackers and documentation such as Standard Operating Procedures and Knowledge Base Articles
- Participate in process improvement sessions to streamline procedures and enhance system functionality
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The Company
What We Do
Agile Defense is a technology services company that provides advanced digital transformation, data analytics, and cybersecurity solutions to support critical national security and civilian government missions. With a global presence, the company focuses on delivering outcome-driven, AI-powered capabilities to solve complex mission challenges for federal and defense customers.
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