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Tier 1 Associate Jobs in Virginia (NOW HIRING)

Bowhead

Service Desk Specialist Tier II

Quantico, VA · On-site

Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware ... Qualifications * Associate's degree or 5+ years of practical experience in service support ...

Aretum

Help Desk Technician II - Contingent

Arlington, VA · On-site

$23 - $31/hr

Serve as the primary escalation point for Tier 1 support for complex technical incidents and ... Associate or bachelor's degree in an IT-related field. * CompTIA Network+ certification.

Aretum

Help Desk Technician II - Contingent

Arlington, VA · On-site

$23 - $31/hr

Serve as the primary escalation point for Tier 1 support for complex technical incidents and ... Associate or bachelor's degree in an IT-related field. * CompTIA Network+ certification.

Aretum

Help Desk Technician II - Contingent

Arlington, VA · On-site

$23 - $31/hr

Serve as the primary escalation point for Tier 1 support for complex technical incidents and ... Associate or bachelor's degree in an IT-related field. * CompTIA Network+ certification.

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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.
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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 II Network Specialist

NexGen Data Systems

Suffolk, VA • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 8 days ago

Job description

Job Type
Full-time
Description
NexGen Data Systems is seeking a Tier 2 Network Specialist. The Tier 2 Network Specialist is responsible for the advanced operational support, management, and troubleshooting of the enterprise network infrastructure, with a specific focus on transport services (e.g., MPLS, VPLS, Carrier Ethernet) and the Software-Defined Wide Area Network (SD-WAN) environment. This role serves as a critical escalation point for the Tier 1 help desk, handling complex incidents, performing planned network changes, and ensuring the reliability, availability, and performance of the enterprise network. The specialist will work closely with Tier 3 engineering teams to resolve persistent issues and contribute to the overall stability and optimization of the network.
Roles & Responsibilities:
  • Provide Tier 2 operational support for the enterprise network, serving as the primary escalation point for unresolved incidents from Tier 1 related to transport and SD-WAN services
  • Perform advanced troubleshooting and fault isolation to resolve network outages and performance degradation issues, and document all actions taken in the government-provided ticketing system
  • Manage, configure, and maintain the SD-WAN environment, including implementing application-aware routing policies, traffic shaping rules, and security policies as directed by government personnel
  • Act as the technical liaison with telecommunications carriers and service providers to report and resolve transport circuit issues, including coordinating dispatched technicians and testing
  • Utilize network monitoring tools to proactively identify, analyze, and report on network performance, availability, and utilization trends for all WAN and SD-WAN links
  • Implement, and verify approved network configuration changes, including router/switch configurations, firewall rule modifications, and SD-WAN policy adjustments, in accordance with established change management procedures
  • Maintain accurate and up-to-date documentation of the network infrastructure, including network diagrams, device configurations, and circuit information
  • Support the Tier 3 engineering team by gathering diagnostic data, performing tests, and assisting in the resolution of complex or persistent network problems

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
Desired/Required Skills:
  • Active Department of Defense Top Secret security clearance required.
  • 3+ years of hands-on experience in a network operations or network engineering role within an enterprise environment
  • Demonstrated experience managing and troubleshooting WAN and LAN technologies, including routing protocols, and switching
  • At least 2 years of direct experience with SD-WAN solutions. This includes provisioning, policy creation, and troubleshooting
  • Proven experience working with telecommunications providers to troubleshoot and resolve issues with commercial and carrier transport services like MPLS, Metro Ethernet, or broadband
  • Experience using network monitoring and management tools to diagnose and resolve network issues.
  • Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP)
  • SD-WAN specific certifications (e.g., Cisco SD-WAN Solutions, VMware VeloCloud)
  • CompTIA Network+

About the Company:
NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.
Benefits:
  • Company covers 100% of premiums for the employee's medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.
  • Company provides short and long term disability plans.
  • 401(k) match up to 10% of the employee's salary contributions to 401(K) plan.
  • Comprehensive training and development program.

11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
NOTE: US Citizens and those authorized to work in the US are encouraged to apply. In order to be qualified for this position, you must be able to obtain and maintain a United States Department of Defense (DoD) security clearance. We are unable to sponsor Visas at this time. NexGen Data Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

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