Tier 1 Agent / Knowledge Manager- Secret Clearance

Dunhill Professional Search & Government Solutions; Arlington (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Tier I Agent / Knowledge Manager to provide front-line IT support and manage knowledge resources for federal government clients.

The role combines incident handling, SLAs, knowledge management, reporting, and process improvement, with opportunities to mentor teammates and contribute to service delivery excellence.

Qualifications

• 4-6 years of customer service or technical support experience.
• DoDM 8140 with CompTIA Security+ certification.
• US citizens with a current secret security clearance.
• Strong written and verbal communication skills.
• Knowledge of ITIL V4 and ITSM fundamentals.
• Ability to troubleshoot across user accounts, applications, systems, and devices.

Responsibilities

• Provide Tier I support for calls, email, web chat, ticketing systems, and back-office channels.
• Troubleshoot and resolve basic technical issues using established processes.
• Serve as the first escalation point for unresolved issues.
• Document, track, and manage incidents, service requests, and resolutions.
• Monitor issue trends and SLA performance; propose improvements.
• Communicate operational metrics and reporting to management.
• Assist with routine user support activities like password resets and software installs.
• Mentor and coordinate with peers and leadership.

Skills

Customer service

Technical troubleshooting

Communication skills

Problem solving

Leadership & teamwork

Attention to detail

Stress management

ITIL knowledge

Tools

Ticketing systems

Knowledge management tools

Job description

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

• 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.