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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