Knowledge Center Tier I Agent – Junior

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

📋 Description

• Evaluate incoming requests from external users via toll-free phone, support email, public web forms, and chatbot channels.

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

• Generate and maintain precise, comprehensive tickets in the Government's ITSM system on behalf of users.

• Address common Tier I account, access, connectivity, navigation, and application challenges using knowledge articles and established procedures.

• Assess when issues necessitate escalation to the KC Escalation Coordinator, Tier II, Tier III, or specialized resolver teams.

• Handle external-user communication through the email-based Customer-Confirmed Ticket Closure process.

• Protect sensitive user data in compliance with Privacy Act and CUI regulations.

• Investigate internal-user incidents and service requests across phone, chat, email, and portal channels.

• Allocate suitable PL1–PL4 priority levels and categories in the enterprise ITSM platform.

• Implement diagnostic and remediation actions, including delegated administrative tasks on user accounts and configurations.

• Ensure that resolutions adequately meet customer needs before marking tickets as 'Resolved - Awaiting Customer Confirmation.'

• Clearly document resolutions for future reference by other analysts.

• Track open-ticket age and risk, follow up with users or resolver groups, and mitigate SLA breaches.

⛳️ Requirements

• Bachelor's degree with no related experience; an Associate's degree with 2 years of relevant experience, or 4 years of related experience in lieu of a degree may be accepted.

• Must be a U.S. Citizen.

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

• Must be willing and able to achieve TS/SCI eligibility after starting, if necessary for mission requirements.

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

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

• Proven ability to work independently, analyze issues, determine suitable actions, and exercise discretion and independent judgment with minimal supervision.

• Experience or proven aptitude in help desk, service desk, call center, desktop support, or customer technical support roles.

• Familiarity with Windows 10/11, Microsoft 365 applications, Active Directory account concepts, basic networking (Wi-Fi, VPN, IP connectivity), and standard peripherals.

• Knowledge of ticketing systems and service desk workflows, including precise ticket documentation and escalation procedures.

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

• Willingness to work extended-hour shifts, including evenings, overnight, weekends, and holidays, if required.

• Strong customer service orientation, patience, and the ability to communicate effectively with non-technical users, both verbally and in writing.

• Capability to adhere to established procedures accurately while managing a high volume of interactions in a fast-paced setting.

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

• Desired: HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification.

• Desired: Experience with ServiceNow or a comparable enterprise ITSM platform.

• Desired: Experience working across NIPRNet, SIPRNet, and JWICS, along with classified system handling procedures.

• Desired: Familiarity with CX measurement, including CSAT, CES, and XLAs.

• Desired: Experience supporting the Department of War, DoD, or other compliance-driven Federal IT environments.

• Desired: Familiarity with remote support tools, Microsoft Teams, SharePoint, and mobile device fundamentals.

🏝️ Benefits

• Salaried, FLSA-exempt position.

• Primarily remote work.

• Up to 10% travel involved.

• Opportunity for advancement into Tier II desktop support, systems administration, or cybersecurity roles.

• Military-Friendly Employer supporting active-duty and veteran staff.