Tier 1 Help Desk Agent
Company: Knowledge Management, Inc.
Posted on: May 10, 2022
Job DescriptionKnowledge Management, Inc. (KMI), a small
business founded in 1998, provides world-wide mission critical
services to the US Federal government. Our services
include:Enterprise Information Technology ; LogisticsEducation ;
Program ManagementTitle: Tier 1 Help Desk Agent Primary Location:
Sterling, VA (This position is currently in Rosslyn, VA, moving to
new facility in June)Est. Contract Duration: 7 years (Base + 6,
1-year Extensions)Clearance: Active SECRETSalary: $65,000 w/full
benefits included, $72,000 no medical, dental or vision but
includes all other benefitsShifts: 1st (7 am-3:30 pm/flexible
hours), 2nd (3pm -11:30 pm) & 3rd (11 pm- 7:30 am)Knowledge
Management, Inc. (KMI) is hiring Tier 1 Helpdesk Agents to join our
team in support of a recently awarded Department of State contract.
Under this contract, KMI will provide the Department of State
Enterprise Infrastructure Operations to plan, engineer, implement,
enhance, maintain, and operate the global IT environment. Work will
support the agency's Washington, D.C., headquarters and over 350
locations worldwide, to include the Domestic Consular Passport
Offices/Agencies.DescriptionThe Tier 1 Help/Service Desk Agent is
responsible for ensuring customer satisfaction by resolving
technical issues and ensuring end-user needs are
- Provides remote phone, email and chat troubleshooting support
for application, desktop, network, and mobile device issues
(incidents), as well as customer requests (i.e., password resets),
and record all information accurately in the CRM ticketing
- May also make outboard service calls to potential
- Resolve issues using the knowledgebase, escalate tickets
immediately to appropriate support teams by assigning proper ticket
priority and verifying customer names, contact information,
location, issue, device impacted, error codes, and attaching screen
- May be required to work in one or multiple work queues over
various customer contact channels.
- When new solutions are derived to resolve issues, Tier 1 agents
will provide documentation to Service Desk leadership and Knowledge
Managers to have new Knowledgebase articles created.
- Ensure compliance with all gov't policies, procedures and
timelines for ticket escalation and
- One to three (1 - 3) years of help desk/service desk
- Ability to accurately document and ticketing information with
minimal errors and/or rework.
- Must be able to work independently, achieve productivity goals,
and manage one's time.
- Strong written and verbal communication skills.
- Attention to detail and a can-do attitude.
- Must be able to work on site and weekends on a rotating
- Microsoft IT Support Certification or HDI SCR
- Comp TIA A+ Certification
- Experience using Remedy or ServiceNow as a CRM
- Prior Department of State experience is a plus
- ITIL v3 or ITIL v4 Foundation CertificationEqual Employment
Opportunity Statement. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or status as a protected veteran.COVID-19
Vaccination Requirement. Subject to applicable law, all prospective
hires will be required to provide proof of COVID-19 vaccination
(fully vaccinated) as a condition of employment. Reasonable
accommodations based on medical proof or religious beliefs will be
considered.E-Verify Statement. Knowledge Management, Inc.
participates in E-Verify and will provide the federal government
with your Form I-9 information to confirm that you are authorized
to work in the U.S. If E-Verify cannot confirm that you are
authorized to work, KMI is required to give you written
instructions and an opportunity to contact Department of Homeland
Security (DHS) or Social Security Administration (SSA) so you can
begin to resolve the issue before the employer can take any action
against you, including terminating your employment. Employers can
only use E-Verify once you have accepted a job offer and completed
the Form I-9.Pay Transparency Non-Discrimination Provision.
Knowledge Management, Inc. will not discharge or in any other
manner discriminate against employees or applicants because they
have inquired about, discussed, or disclosed their own pay or the
pay of another employee or applicant. However, employees who have
access to the compensation information of other employees or
applicants as a part of their essential job functions cannot
disclose the pay of other employees or applicants to individuals
who do not otherwise have access to compensation information,
unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding,
hearing, or action, including an investigation conducted by the
employer, or (c) consistent with the contractor's legal duty to
furnish information. 41 CFR 60-1.35(c)Disability Statement.
Knowledge Management aims to be a supportive workplace in all
aspects of diversity, including accommodating those with additional
needs. If you have a disability and need reasonable accommodation
or assistance at any point in the application or onboarding
process, please email us at firstname.lastname@example.org.
Keywords: Knowledge Management, Inc., Sterling , Tier 1 Help Desk Agent, Sales , Sterling, Virginia
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