Tier 1 HR Applications Help Desk Specialist - DOS

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.

Job Requisition: Tier 1 Human Resources Applications Help Desk Specialist

Location: Washington, DC (currently onsite - biweekly)

Customer: Department of State

Salary Range: $70,000-$75,000

Clearance: Secret

Position Summary

We are seeking an entry-level Tier 1 HR Applications Help Desk Specialist to support a federal government Human Resources (HR) Help Desk. This position serves as a first point of contact for users seeking assistance with HR systems, applications, system access, and general HR application-related questions.

The successful candidate will provide customer-focused Tier 1 support for Department of State (DoS) HR systems and applications, including legacy systems as well as applications undergoing development and modernization. This is an entry-level help desk position; however, candidates must have prior Human Resources experience in some capacity. Previous Department of State or DoS HR systems experience is not required. Training, established procedures, and ongoing supervision will be provided.

Minimum Qualifications

• High school diploma or equivalent.
• Approximately one (1) year of experience in a HR help desk, customer support, technical support, administrative support, or similar customer-facing environment.
• Prior Human Resources experience is required. Relevant experience may include HR administrative support, staffing/recruiting, onboarding, benefits, payroll, personnel processing, employee services, HR records, HRIS support, or other HR-related functions.
• Basic proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Strong verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to learn new HR systems, applications, procedures, and terminology.
• Ability to follow documented procedures and established escalation processes.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tickets, requests, and priorities in a fast-paced help desk environment.
• Basic ability to create, review, and maintain reports and tracking information.

Key Responsibilities

• Serve as a first point of contact for HR application support requests received through ServiceNow, phone, and email.
• Monitor the ServiceNow help desk queue and review, categorize, prioritize, and initially assign incoming tickets.
• Create ServiceNow tickets for requests received by phone or email and ensure information is accurately documented.
• Provide basic Tier 1 troubleshooting and respond to routine user questions regarding HR systems and applications.
• Resolve requests within established Tier 1 procedures and escalate issues requiring additional technical or functional expertise.
• Assist users with system access, account provisioning, permissions, and basic access-related issues in accordance with established procedures.
• Support role-based access requests and coordinate unresolved access or permissions issues with appropriate system owners, security personnel, or higher-level support teams.
• Maintain accurate and complete ticket documentation, including user information, issue descriptions, troubleshooting performed, and resolution or escalation actions.
• Organize and manage assigned tickets to support timely resolution and established service-level requirements.
• Coordinate user training requests and direct users to available training materials, knowledge articles, or other resources.
• Assist with daily and weekly help desk reports and basic tracking of ticket volume, status, trends, and outstanding actions.
• Follow established help desk procedures, security requirements, standard operating procedures (SOPs), and escalation processes.
• Communicate professionally with customers, team members, technical support personnel, and government stakeholders.

Preferred Qualifications

• Previous experience working in a help desk or service desk environment.
• Experience with ServiceNow or another enterprise ticketing system.
• Experience with ticket intake, triage, assignment, tracking, or escalation.
• Experience using or supporting an HR Information System (HRIS), HR application, personnel system, or other HR technology.
• Experience supporting customers or employees by phone, email, or electronic help desk portal.
• Federal government HR experience is a plus but is not required.

Prior Department of State experience is not required. Prior experience with DoS HR systems is not required.

What We're Looking For

The ideal candidate has a foundation in Human Resources combined with strong customer service skills and an interest in HR technology and application support. Candidates should be dependable, organized, detail-oriented, comfortable communicating with customers, and able to accurately document and track requests.

This position is well suited for an early-career HR professional who wants to develop specialized experience in HR systems and help desk support. The role provides an opportunity to build experience with enterprise HR applications, ServiceNow, federal HR processes, system access management, and structured help desk operations.

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 60-1.35(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 at marie@knowledgemanagement.com.