Knowledge Center Tier I Agent

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 10%

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QBE LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎖️ Defense

📦 Logistics

🏥 Healthcare

💰 $528.1k Venture Round on 2010-12

Defense • Logistics • Healthcare

QBE LLC is a management consulting and IT services firm that provides a broad array of consulting solutions, from executive-level consulting to staff augmentation and IT strategic planning. The company specializes in cybersecurity, cloud infrastructure, data management, and business process improvement, particularly within the Department of Defense and Federal Government sectors. With a focus on integrating computing infrastructure and business processes, QBE LLC delivers innovative, mission-oriented service offerings tailored to complex, multi-stakeholder environments.

📋 Description

• Analyze inbound external-user requests from the toll-free line, support email, public web form, and chatbot handoffs • Determine the application, nature, business impact, and Priority Level of each request • Create complete, accurate tickets in the Government's ITSM system on the user's behalf • Resolve Tier I issues involving account status, access and role questions, navigation, and common application errors across DISS, NISS, NBIS, and other designated applications • Decide when escalation to the KC Escalation Coordinator or application resolver groups is required • Guide users through the email-based Customer-Confirmed Ticket Closure process • Safeguard sensitive user information in accordance with Privacy Act and CUI requirements • Identify gaps in public knowledge articles and chatbot content and draft recommended self-service content • 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 whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups • Troubleshoot Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices • Exercise delegated administrative authority to resolve issues at first contact • Serve as an escalation and decision resource for junior analysts • Review proposed resolutions, approve or redirect escalations, and coach on troubleshooting methodology and ticket quality • 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

🎯 Requirements

• 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 • 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 • 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 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 • Current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties is a standout qualification, with examples including CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP • HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification is a standout qualification • Experience using ServiceNow or a comparable enterprise ITSM platform is a standout qualification • Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures is a standout qualification • Familiarity with CX measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs), is a standout qualification • Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments is a standout qualification • Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration is a standout qualification • Experience writing knowledge articles and troubleshooting guides for technicians and end users is a standout qualification • Ability to remain stationary 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

🏖️ Benefits

• Primarily remote position • Remote role with up to 10% travel involved • Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position

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