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Knowledge Management, Inc. (KMI) is a Small Business (SDB) providing Information Technology, Cyber Security, Data Analytics and Professional services to the Federal markets. Since 1998, our solutions and services have improved our clients performance and operational effectiveness, while reducing costs and mapping technology needs for tomorrow's requirements.
Title: Tier 1 Help Desk Agent Primary Location: Rosslyn, VA (moving to Sterling, VA in mid-July) Est. Contract Duration: 7 years (Base + 6, 1-year Extensions) Clearance: Active SECRET Salary: $65,000 w/full benefits included, $72,000 no medical, dental or vision but includes all other benefits Shifts: 1st (7 am-3:30 pm/flexible hours) is available , 2nd (3pm -11:30 pm) filled & 3rd (11 pm- 7:30 am) filled 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. Description The 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.
- 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.
- 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 Certification