Tier 1 Agent / Knowledge Manager

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.
• Aid in 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.

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