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Tier 1 Associate Jobs in Virginia (NOW HIRING)

Peraton

Network Operations Tier I Analyst

Ashburn, VA · Hybrid

$51K - $82K/yr

The Tier 1 Analyst is the NOC first tier of NOC support responsible for initial triage of ... Bachelors degree; or an Associates degree and 2 years of experience; or a High School diploma ...

Peraton

Network Operations Tier I Analyst

Ashburn, VA · Hybrid

$51K - $82K/yr

The Tier 1 Analyst is the NOC first tier of NOC support responsible for initial triage of ... Bachelors degree; or an Associates degree and 2 years of experience; or a High School diploma ...

ASM Research

Tier 1 Agent (Shift 2)

Arlington, VA · On-site

$21.50 - $28.50/hr

Position Overview The Tier 1 Agent provides entry-level classified technical support for enterprise ... Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems ...

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Tier 1 Associate information

What is a Tier 1 associate?

A Tier 1 Associate is typically an entry-level employee who performs basic tasks and provides initial support within a company, often in customer service, technical support, or warehouse operations. They are responsible for resolving straightforward issues, processing orders, or assisting customers with common inquiries. Tier 1 Associates follow established guidelines and escalate more complex problems to higher-tier personnel. This role is an essential starting point for gaining experience and advancing within the organization.

What are the main challenges Tier 1 associates face in managing high volumes of customer inquiries, and how are these typically addressed?

Tier 1 Associates often encounter the challenge of handling large volumes of customer inquiries, especially during peak periods or product launches. To address this, teams typically rely on clearly defined workflows, robust knowledge bases, and escalation protocols to ensure efficient resolution of issues. Continuous training and regular team huddles help associates stay updated on new processes and common solutions. Additionally, collaboration with Tier 2 support or specialized departments ensures that more complex cases are quickly directed to the right experts, maintaining service quality and response times.

What are the key skills and qualifications needed to thrive as a Tier 1 associate?

To thrive as a Tier 1 Associate, you typically need strong communication skills, basic computer literacy, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, ticketing software, and office productivity tools is often required. Attention to detail, problem-solving ability, and a positive attitude help individuals excel in assisting customers and managing daily tasks. These skills ensure efficient customer support, accurate information handling, and a positive experience for both clients and the team.
What are popular job titles related to Tier 1 Associate jobs in Virginia? For Tier 1 Associate jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Tier 1 Associate jobs in Virginia look for? The top searched job categories for Tier 1 Associate jobs in Virginia are:
What cities in Virginia are hiring for Tier 1 Associate jobs? Cities in Virginia with the most Tier 1 Associate job openings:
Tier 1 Associate jobs near you
Infographic showing various Tier 1 Associate job openings in Virginia as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 24% Part Time, 1% Temporary, and 1% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution.

Tier 2 Help Desk Specialist

Systems Engineering Solutions Corporation

Alexandria, VA

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 27 days ago

Job description

Years of Experience: 3 years of experience

Education Requirements:Bachelor's degree in IT, Computer Science, or related discipline

Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.

Position Description:  The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.

Responsibilities:

  • Incident Support
  • Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
  • Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
  • Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
  • Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
  • Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
  • Endpoint Management
  • Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
  • Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
  • Provides laptop/desktop/phone support and provisioning. Access Control
  • Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
  • Service Requests and Support
  • Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
  • Quality and Performance Develop, maintain, and update knowledge articles
  • Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register
  • Analyze recurring incidents to identify root causes and recommend process or technology improvements.
  • Analyzes recurring issues to identify potential areas for improvement within systems or processes.
  • Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

Requirements

       Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree

       3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities

       Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).

       Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.

       Ability to obtain public trust security clearance

       Experience with Microsoft Intune and/or SCCM/MECM

       Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA

       Experience using ServiceNow or alternative IT Service Management / Ticketing system

Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint)

Preferred Skills

CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations, Microsoft Certified: Endpoint Administrator Associate, ServiceNow System Administrator

Soft Skills:

  Analytical Thinking: Quickly identifies technical problems and determines effective solutions.

  Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues.

  Communication: Clearly explains technical concepts to non-technical users and writes concise documentation.

  Collaboration: Works closely with cross-functional teams and mentors junior support staff.

  Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs.

  Adaptability: Responds effectively to changing technologies and evolving support environments.

  Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems.

  Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences.

Benefits

SES provides a competitive salary and the following benefits:

  • Medical
  • Dental
  • Vision
  • AD&D
  • STD
  • LTD
  • Company paid Life Insurance
  • 401k with employer contribution
  • Paid Time Off
  • Pet Insurance

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