Knowledge Center Tier I Agent

QBE Federal; Haymarket (VA); Remote; USD 60,000 - 90,000; Full time

Job summary

QBE, LLC is seeking a Knowledge Center Tier I Agent to analyze and resolve external-user requests across mission applications. This primarily remote role supports DoD-related systems with a toll-free line, email, web form, and chat.

You will triage requests, create and manage tickets, perform first-contact resolution, and escalate as needed while protecting Privacy Act and CUI requirements. The ideal candidate will have a Bachelor's degree, 3+ years of IT service desk experience, US citizenship,

Qualifications

• Bachelor's degree plus 3+ years in an enterprise IT service desk or similar
• US Citizenship is required
• Active Secret Clearance required to start
• Experience with Windows, M365, AD, VPN and printers
• Experience with external customer support via phone/email/web
• Ability to work with limited supervision and meet SLAs

Responsibilities

• Analyze inbound external-user requests and create tickets in the ITSM system
• Determine resolution approach for Tier I issues on DISS, NISS, NBIS and other apps
• Guide users through ticket closure process and protect sensitive data
• Identify gaps in public knowledge and draft improvement content
• Analyze escalated incidents and set priority levels for appropriate action
• Troubleshoot Windows, M365, AD, network, printers, and mobile devices
• Coach junior analysts and review resolutions for quality
• Evaluate ticket closures for quality and recommend corrective actions

Skills

Windows 10/11

Microsoft 365

Active Directory

ITSM tools

Customer service

Education

Bachelor's degree

Tools

ServiceNow

ITIL knowledge

Job description

Description:

Every day cleared industry partners across the country rely on mission applications like DISS, NISS, and NBIS to keep personnel vetting and security programs moving. When something stands in their way, the Knowledge Center is their lifeline, and you will be the expert on the other end of the line.

QBE is seeking a Knowledge Center Tier I Agent to analyze and resolve support requests from the external industry partners and users of a Department of War agency's portfolio of mission applications. Because external users cannot access internal systems, they reach you through a dedicated toll-free number, support email, public web form, and public chatbot. You will determine the nature, impact, and priority of each request; create and manage the ticket in the Government's ITSM system on the user's behalf; resolve what can be resolved at Tier I (account, access, navigation, and common application issues); and decide when to elevate to the KC Escalation Coordinator and application resolver groups, closing the loop on every ticket through the email-based Customer-Confirmed Ticket Closure process. This is a primarily remote position. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

If you take pride in turning a frustrated caller into a satisfied customer, and you want your work to directly support national security, we want to hear from you.

About QBE, LLC

QBE is a technology and security solutions provider supporting defense and federal customers worldwide. We deliver capabilities where precision, accountability and technical excellence directly support national-level objectives. Our people work in small, embedded teams where their expertise is visible and valued.

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THIS IS A REMOTE ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

What you will do

• Intake & Triage: Analyze inbound external-user requests from the toll-free line, support email, public web form, and chatbot handoffs to determine the application, nature, business impact, and Priority Level, and create complete, accurate tickets in the Government's ITSM system on the user's behalf.
• First-Contact Resolution: Determine the resolution approach for Tier I external-user issues on DISS, NISS, NBIS, and other designated applications (account status, access and role questions, navigation, common errors) using knowledge articles and documented procedures and decide when escalation to the KC Escalation Coordinator or application resolver groups is required.
• Customer Communication: Guide external users through the email-based Customer-Confirmed Ticket Closure process (resolution notification, reply-to-confirm or reopen, three-business-day auto-closure), and safeguard sensitive user information in accordance with Privacy Act and CUI requirements.
• Self-Service Improvement: Identify gaps in public knowledge articles and chatbot content from recurring external contacts and draft recommended content that increases Tier 0 deflection, helping users solve problems before they ever need to call.
• Complex Incident Analysis: Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or elevate to Tier II/III or specialized resolver groups.
• Technical Troubleshooting: Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
• Peer Leadership: Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
• Quality & Continuous Improvement: Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.

What you bring

Must have

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.
• Hands‑on experience with an enterprise ITSM/ticketing platform and knowledge management practices.
• Demonstrated ability to meet First Contact Resolution and SLA targets in a high-volume environment while maintaining excellent customer satisfaction.
• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule, and willingness to work extended‑hours shifts (evenings, overnight, weekends, and holidays) if assigned to the extended‑hours team.
• Excellent written and verbal communication skills and the ability to explain technical issues clearly to non‑technical users and leadership.
• Experience supporting external customers or the public through phone, email, and web channels.

What makes you stand out

• Possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA‑Security, or SSCP) prior to performing cybersecurity‑related duties.
• HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience supporting Department of War (DoW), DoD, or other compliance‑driven Federal IT environments.
• Experience with AI‑enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration for password resets and account unlocks.
• Experience writing knowledge articles and troubleshooting guides for both technicians and end users.

Physical Requirements

• Ability to remain in a stationary position for extended periods while working at a computer.
• Ability to communicate effectively through virtual and in‑person meetings.
• Ability to perform duties in an office, remote, or hybrid environment based on program requirements.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position

Equal Opportunity Employer

QBE, LLC is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

QBE is committed to providing reasonable accommodation to qualified individuals with disabilities.

Equal employment opportunity, including veterans and individuals with disabilities.

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