Knowledge Center Tier I Agent

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

📋 Description

• Analyze incoming external-user requests from various channels, including the toll-free line, support email, public web form, and chatbot handoffs.

• Assess the application, nature, business impact, and priority level of each request.

• Generate comprehensive and accurate tickets in the Government's ITSM system on behalf of the user.

• Resolve Tier I issues related to account status, access and role inquiries, navigation, and common application errors across DISS, NISS, NBIS, and other specified applications.

• Determine when it is necessary to escalate issues to the KC Escalation Coordinator or application resolver teams.

• Assist users through the email-based Customer-Confirmed Ticket Closure process.

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

• Identify deficiencies in public knowledge articles and chatbot content, and draft suggestions for self-service content.

• Examine escalated and complex Tier I incidents and service requests to ascertain root causes, scope, and business impact.

• Independently assign priority levels from PL1 to PL4 and decide on resolution, self-service deflection, or escalation to Tier II/III or specialized resolver teams.

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

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

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

• Assess proposed resolutions, approve or redirect escalations, and provide coaching on troubleshooting methodologies and ticket quality.

• Review ticket documentation and closures for adherence to the Customer-Confirmed Ticket Closure process and quality standards.

• Detect patterns in reopened tickets and propose 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 related experience may substitute for the degree.

• Must be a U.S. Citizen.

• Must possess an Active Secret Clearance (favorably adjudicated T3/T3R) to commence employment.

• Must be within the scope of investigation and/or currently enrolled in Continuous Evaluation / Continuous Vetting.

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

• Strong troubleshooting capabilities across Windows 10/11, Microsoft 365, Active Directory accounts and group memberships, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.

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

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

• Availability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule.

• Willingness to work extended hours (evenings, overnight, weekends, and holidays) if part of the extended-hours team.

• Exceptional written and verbal communication skills, with the ability to convey technical issues clearly to non-technical users and leadership.

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

• Current DoD 8570/8140 IAT Level I baseline certification prior to engaging in cybersecurity-related responsibilities is a standout qualification, with examples including CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.

• HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification is a notable qualification.

• Experience using ServiceNow or a similar enterprise ITSM platform is a notable qualification.

• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and familiarity with classified system handling procedures is a notable qualification.

• Knowledge of CX measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs), is a notable qualification.

• Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments is a notable qualification.

• Experience with AI-enabled service desk functionalities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration is a notable qualification.

• Experience creating knowledge articles and troubleshooting guides for technicians and end users is a notable qualification.

• Ability to remain stationary for extended periods while working at a computer.

• Proficient in communicating effectively through virtual and in-person meetings.

• Ability to perform duties in an office, remote, or hybrid environment based on program requirements.

🏝️ Benefits

• Primarily remote position.

• Remote role with up to 10% travel required.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the position.