The posting
Position Overview
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
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
