Center Tier I Agent

Description:

Every day cleared industry partners across the country rely on mission applications like DISS, NISS, and NBIS to keep personnel vetting and security programs moving. When something stands in their way, the Knowledge Center is their lifeline, and you will be the expert on the other end of the line.

QBE is seeking a Knowledge Center Tier I Agent to analyze and resolve support requests from the external industry partners and users of a Department of War agency's portfolio of mission applications. Because external users cannot access internal systems, they reach you through a dedicated toll-free number, support email, public web form, and public chatbot. You will determine the nature, impact, and priority of each request;

create and manage the ticket in the Government's ITSM system on the user's behalf; resolve what can be resolved at Tier I (account, access, navigation, and common application issues); and decide when to elevate to the KC Escalation Coordinator and application resolver groups, closing the loop on every ticket through the email-based Customer-Confirmed Ticket Closure process. This is a primarily remote position.

You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

If you take pride in turning a frustrated caller into a satisfied customer, and you want your work to directly support national security, we want to hear from you.

QBE is a technology and security solutions provider supporting defense and federal customers worldwide. We deliver capabilities where precision, accountability and technical excellence directly support national-level objectives. Our people work in small, embedded teams where their expertise is visible and valued.

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• Intake & Triage:
  Analyze inbound external-user requests from the toll-free line, support email, public web form, and chatbot handoffs to determine the application, nature, business impact, and Priority Level, and create complete, accurate tickets in the Government's ITSM system on the user's behalf.
• First-Contact Resolution:
  Determine the resolution approach for Tier I external-user issues on DISS, NISS, NBIS, and other designated applications (account status, access and role questions, navigation, common errors) using knowledge articles and documented procedures and decide when escalation to the KC Escalation Coordinator or application resolver groups is required.
• Customer Communication:
  Guide external users through the email-based Customer-Confirmed Ticket Closure process (resolution notification, reply-to-confirm or reopen, three-business-day auto-closure), and safeguard sensitive user information in accordance with Privacy Act and CUI requirements.
• Self-Service Improvement:
  Identify gaps in public knowledge articles and chatbot content from recurring external contacts and draft recommended content that increases Tier 0 deflection, helping users solve problems before they ever need to call.
• Complex Incident Analysis:
  Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or elevate to Tier II/III or specialized resolver groups.
• Technical Troubleshooting:
  Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
• Peer Leadership:
  Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
• Quality & Continuous Improvement:
  Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an…