Help Desk Tier I

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.

Location: Washington, DC (Hybrid) one week in the office/ one week out of the office. May require full-time on-site during training

Position: 1

Duration: Ongoing contract

Start Date: October 1, 2025

Clearance Required: Minimum of a DOD Secret clearance

Employment Type: Full-time

Salary: Please provide your salary requirement

Position Summary:

We are seeking a Help Desk Tier I technician to support a federal government Human Resources (HR) Help Desk. This position will provide help desk support for DoS HR systems and applications, including legacy systems and those that are currently, or will during the period of performance of this contract, undergoing development and modernization.

Education/Experience: High school diploma. Entry-level with 1 year of experience in help desk environments. Position will require training and supervision.

Key Responsibilities:

• Incident intake and resolution, end-user troubleshooting, and user training coordination.
• Responsible for access control management and user account provisioning, serving as the central point for administering system access and enforcing application-level security protocols.
• This includes role-based access setup, permissions troubleshooting, and coordination with system owners and cybersecurity stakeholders to maintain compliance with DoS security policies.
• Help desk activities shall align with and directly support the Department's HR IT modernization initiatives and ongoing operations and maintenance (O&M) requirements.

Requirements:

• Monitor and initially assign Service Now tickets received via the Service Now help desk portal
• Create and initially assign Service Now tickets received by the help desk via phone or email
• Proficiency with Microsoft Office and Outlook software
• Must have strong communication skills (verbal and written)
• Organize tickets with little to no supervision
• Have basic reporting skills
• May run daily/weekly reports.
• Prior experience with ticket triage and Service Now is preferred
• Current or previous experience with Department of States GEMS

Benefits: All full-time employees are eligible to participate in our benefits programs:

• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off (PTO) and holidays
• Group Term Life and Accidental Death and Dismemberment Insurance
• Voluntary Term Life Insurance
• Short and Long-term disability insurance

Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

Disability Statement. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us