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# Tier 1 Agent / Knowledge Manager- Secret Clearance

- **Company:** DUNHILL PROFESSIONAL SEARCH
- **Location:** Arlington, VA, United States
- **Experience:** Experienced
- **Salary:** $57,491.0 - $86,008.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Computer Literacy, Issue Tracking Systems, Knowledge Management, SC Clearance, User Accounts
- **Published:** October 2, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9212600/tier-1-agent-knowledge-manager-secret-clearance

## About the Role

* 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

#cjpost

## 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., * 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.