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Tier 1 Help Desk Agent

Company: Knowledge Management, Inc.
Location: Sterling
Posted on: May 10, 2022

Job Description:

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 met.Responsibilities

  • 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 tool.
  • May also make outboard service calls to potential customers.
  • 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 shots.
  • 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 resolution.QualificationsRequired:
    • One to three (1 - 3) years of help desk/service desk experience.
    • 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 schedule.Desired:
      • 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

Keywords: Knowledge Management, Inc., Sterling , Tier 1 Help Desk Agent, Sales , Sterling, Virginia

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