Tier 1 Agent​/Knowledge Manager Security Clearance

Position: Tier 1 Agent / Knowledge Manager with Security Clearance
Tier 1 Agent / Knowledge Manager Secret Clearance Required Onsite:
Arlington, VA Pay Range: $27.64-$41.35

Job Description:

The Tier I Agent / Knowledge Manager serves as a front-line technical support and service delivery resource, supporting inbound and outbound calls, email, web chat, and back-office functions while acting as the first escalation point for unresolved issues. This role combines hands-on end-user support with knowledge management, service level monitoring, process improvement, and reporting responsibilities to strengthen operational efficiency, customer satisfaction, and issue resolution quality.

Key Responsibilities
* Provide Tier I support for end-user requests received through phone, email, web chat, ticketing systems, and back-office channels.
* Troubleshoot and resolve basic computer, application, system, device, access, and performance issues using established processes, tools, and knowledge resources.
* Serve as the first escalation point when standard troubleshooting efforts have been exhausted, ensuring timely handoff and coordination with appropriate support teams.
* Document, track, and manage incidents, service requests, and resolutions in accordance with operational procedures and service level expectations.
* Monitor issue trends, service metrics, and SLA performance; identify recurring problems and recommend process improvements or new procedures.
* Communicate effectively with management regarding operational metrics, reporting, service trends, and improvement opportunities.
* Advise users on steps to resolve issues and prevent recurrence, including providing clear follow-up documentation and guidance as needed.
* Assist with routine user support activities such as password resets, user profile setup, software installs, and device or application upgrades as required.
* Support a collaborative, customer-focused environment through mentoring, coaching, and coordination with peers and leadership.

Required Qualifications
* Bachelor's degree preferred, or equivalent relevant experience.
* 4-6 years of customer service, help desk, contact center, technical support, or related public-facing support experience.
* Meet DoDM 8140 with a minimum of CompTIA Security+ certification required.
* Demonstrated ability to troubleshoot and resolve basic technical issues across user accounts, applications, systems, and devices.
* Strong written and verbal communication skills, with the ability to clearly explain technical guidance to end users and management.
* Strong leadership, customer service, and interpersonal skills with the ability to organize work and support team effectiveness.
* Advanced problem-solving skills, strong attention to detail, and the ability to maintain accuracy in a fast-paced environment.
* Ability to remain calm, professional, and courteous during periods of high volume, escalations, or operational stress.
* Ability to build and maintain effective working relationships with customers, team members, and leadership.
* Knowledge of ITIL V4 foundation and ITSM fundamentals
* Analytical backgrounds
* Candidates must be US citizens with a current secret security clearance.

Preferred Qualifications
* Experience in a help desk, service desk, call center, or technical support environment supporting multiple contact channels.
* Experience maintaining knowledge bases, FAQs, standard operating procedures, or other user support documentation.
* Familiarity with service level agreement monitoring, metrics reporting, and trend analysis.
* Experience serving as an escalation point or informal team lead in a customer support or technical support setting.
* Exposure to ticketing systems, knowledge management tools, and structured service delivery processes.
* Experience in a federal, government contractor, or other highly regulated support environment.
* ITSM and ITIL V4 Certs Job Specific Skills
* Tier I technical troubleshooting
* Knowledge management and documentation
* SLA monitoring and service metrics
* Incident tracking and ticket management
* Customer support operations
* Escalation management
* Multi-channel support delivery
* Process improvement
* Reporting and operational analysis
* Team mentoring and coordination #cjpost