Tier 1 HR Help Desk Specialist - DOS

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.

Job Requisition: Tier 1 Human Resources Applications Help Desk Specialist

Location
:
Washington, DC (currently onsite - biweekly)

Customer
:
Department of State

Salary Range
: $70,000-$75,000

Clearance: Secret

Position Summary

We are seeking an entry-level Tier 1 HR Applications Help Desk Specialist to support a federal government Human Resources (HR) Help Desk. This position serves as a first point of contact for users seeking assistance with HR systems, applications, system access, and general HR application-related questions.

The successful candidate will provide customer-focused Tier 1 support for Department of State (DoS) HR systems and applications, including legacy systems as well as applications undergoing development and modernization. This is an entry-level help desk position; however, candidates must have prior Human Resources experience in some capacity. Previous Department of State or DoS HR systems experience is not required. Training, established procedures, and ongoing supervision will be provided.

Minimum Qualifications

• High school diploma or equivalent.
• Approximately one (1) year of experience in a HR help desk, customer support, technical support, administrative support, or similar customer-facing environment.
• Prior Human Resources experience is required. Relevant experience may include HR administrative support, staffing/recruiting, onboarding, benefits, payroll, personnel processing, employee services, HR records, HRIS support, or other HR-related functions.
• Basic proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to learn new HR systems, applications, procedures, and terminology.
• Ability to follow documented procedures and established escalation processes.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tickets, requests, and priorities in a fast-paced help desk environment.
• Basic ability to create, review, and maintain reports and tracking information.

Key Responsibilities

• Serve as a first point of contact for HR application support requests received through Service Now, phone, and email.
• Monitor the Service Now help desk queue and review, categorize, prioritize, and initially assign incoming tickets.
• Create Service Now tickets for requests received by phone or email and ensure information is accurately documented.
• Provide basic Tier 1 troubleshooting and respond to routine user questions regarding HR systems and applications.
• Resolve requests within established Tier 1 procedures and elevate issues requiring additional technical or functional expertise.
• Assist users with system access, account provisioning, permissions, and basic access-related issues in accordance with established procedures.
• Support role-based access requests and coordinate unresolved access or permissions issues with appropriate system owners, security personnel, or higher-level support teams.
• Maintain accurate and complete ticket documentation, including user information, issue descriptions, troubleshooting performed, and resolution or escalation actions.
• Organize and manage assigned tickets to support timely resolution and established service-level requirements.
• Coordinate user training requests and direct users to available training materials, knowledge articles, or other resources.
• Assist with daily and weekly help desk reports and basic tracking of ticket volume, status, trends, and outstanding actions.
• Follow established help desk procedures, security requirements, standard operating procedures (SOPs), and escalation processes.
• Communicate professionally with customers, team members, technical support personnel, and government stakeholders.

Preferred Qualifications

• Previous experience working in a help desk or service desk…