Knowledge Center Tier I Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate incoming requests from external users via the toll-free line, support email, public web form, and chatbot transfers.

• Assess the nature of applications and requests, their business impact, and priority levels; generate comprehensive tickets within the Government's ITSM system.

• Address Tier I issues related to accounts, access, navigation, and common application errors for DISS, NISS, NBIS, and other specified applications.

• Forward issues to the KC Escalation Coordinator or relevant application resolver groups as necessary.

• Oversee customer communication through the email-based Customer-Confirmed Ticket Closure process.

• Protect sensitive user information in compliance with the Privacy Act and CUI standards.

• Identify deficiencies in public knowledge articles and chatbot content and propose enhancements to boost Tier 0 deflection.

• Investigate escalated and complex incidents and service requests to establish root causes, scope, impact, priority, and resolution strategies.

• Troubleshoot and rectify issues with Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, accounts and access, printing, and mobile devices.

• Utilize delegated administrative authority to resolve issues at the first point of contact.

• Act as a resource for escalation and decision-making for junior analysts.

• Review suggested resolutions, approve or redirect escalations, and mentor on troubleshooting techniques and ticket quality standards.

• Assess ticket documentation and closures to ensure compliance with quality standards.

• Identify patterns in reopened tickets and suggest corrective measures to the Senior Analyst and Supervisor.

⛳️ Requirements

• Bachelor's degree with a minimum of 3 years of relevant experience; alternatively, an additional 4 years of relevant experience may replace the degree requirement.

• Must be a U.S. Citizen.

• Must hold an Active Secret Clearance, favorably adjudicated T3/T3R, at the start of employment.

• Must be prepared to obtain TS/SCI eligibility after starting, if mission requirements necessitate.

• Must be within investigation scope and/or currently participating in Continuous Evaluation / Continuous Vetting.

• Must have and retain a current DoD 8570/8140 IAT Level I baseline certification before undertaking cybersecurity-related responsibilities, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.

• At least 3 years of experience in an enterprise IT service desk, help desk, or desktop support setting.

• Ability to work autonomously, analyze issues, determine suitable actions, and exercise discretion and independent judgment.

• Strong troubleshooting abilities concerning Windows 10/11, Microsoft 365, Active Directory accounts and group membership, VPN, Wi-Fi, DNS/DHCP fundamentals, printers, and mobile devices.

• Practical experience with an enterprise ITSM/ticketing platform and knowledge management methodologies.

• Capability to meet First Contact Resolution and SLA targets in a high-volume setting while ensuring customer satisfaction remains high.

• Availability to work assigned shifts during a core schedule from 6:00 a.m. to 8:00 p.m. ET and willingness to work extended hours, including evenings, overnight, weekends, and holidays, as assigned.

• Exceptional written and verbal communication skills; capable of clearly explaining technical matters to non-technical users and leadership.

• Experience in supporting external customers or the public through phone, email, and web channels.

• HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification is preferred.

• Familiarity with ServiceNow or a similar enterprise ITSM platform is preferred.

• Experience with NIPRNet, SIPRNet, and JWICS, and handling procedures for classified systems is preferred.

• Acquaintance with CSAT, Customer Effort Score, and experience level agreements is preferred.

• Background in supporting the Department of War, Department of Defense, or other compliance-oriented Federal IT environments is preferred.

• Familiarity with AI-enabled service desk functionalities is preferred.

• Experience in writing knowledge articles and troubleshooting guides is preferred.

🏝️ Benefits

• Salaried position, exempt from FLSA regulations.

• Primarily remote work environment.

• Up to 10% travel may be required.

• Commitment to hiring and supporting active-duty and veteran employees as a military-friendly employer.