Tier 1 Agent / Knowledge Manager

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