Knowledge Management

Knowledge Management Support Jobs

3 jobs found

10d ago

Service Desk Analyst

Global Data Consultants McKinney, TX

McKinney, TX

10d ago

Full time Active Directory Cloud Platforms Customer Service

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Job Description

Global Data Consultants is seeking a Service Desk Analyst to join the on-site IT team in McKinney, Texas. In this frontline role, you’ll support FSC and Branch locations across multiple channels, handling incident triage, Active Directory maintenance, and hardware/software deployments while partnering with IT colleagues to resolve issues efficiently.

Responsibilities

Serve as the primary contact for technical inquiries across phone, voicemail, chat/text, and email, ensuring all channels funnel to the service desk.
Listen carefully to user concerns and diagnose issues at Tier 1-2 for FSC and Branch locations across divisions.
Aim for First Call Resolution (FCR) by providing clear, professional communication and effective issue resolution.
Respond promptly within the defined SLA to requests submitted via ITSM tools, email, chat/text, phone, voicemail, and other approved channels.
Utilize AI-powered knowledge management tools and troubleshooting resources to diagnose hardware and software problems.
Triage complex issues and escalate to the appropriate team member or resource following established processes.
Document and track all Service Desk Requests with Work Orders according to established standards.
Follow through on assigned Work Orders in a timely manner to meet or exceed customer expectations within SLA.
Perform Active Directory end user maintenance, including account unlocking and password resets.
Adhere to established standards for deploying hardware and software.
Troubleshoot mobile devices (phones, tablets) including operating systems, applications, and connectivity; assist with security and data management.
Collaborate with IT colleagues across teams to ensure seamless issue resolution.
Support team projects and travel as needed (up to 25%).
Participate in a balanced after-hours on-call rotation.
Provide training and guidance to teammates when needed to share knowledge.
Maintain punctuality according to the schedule set by management.
Keep current with cloud applications and mobile device management (MDM) solutions, staying aligned with best practices and standards such as KCS and ITIL.

Requirements

High school diploma or GED.
Three years of technical support experience serving both remote and in-office users.
Proven ability to leverage AI and knowledge management tools.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Ability to work independently and prioritize tasks in a fast-paced environment.
Commitment to continuous learning and staying up to date on technical advancements.

Technologies

Active Directory
Mobile Device Management (MDM) solutions
ITSM tools
AI-powered knowledge management tools
Cloud applications

Benefits

Cutting edge technology and innovation
Career growth opportunities
Employee-centric environment
Comprehensive benefits package
Holiday and vacation

Preferred Experience

Understanding of KCS principles and practices (preferred).
Microsoft/CompTIA certifications preferred.
HDI certifications preferred.

What We Do

Cutting edge technology and innovation
Career growth opportunities
Employee-centric environment
Comprehensive benefits package
Holiday and vacation

Equal Opportunity Workplace

GDC is an equal opportunity employer and welcomes applicants from diverse backgrounds. Our goal is to empower our teams to achieve their personal best and foster professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

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1mo ago

Helpdesk Lead

ITinfra Atlanta, GA

Atlanta, GA

1mo ago Closed

$85k+/yr Full time Customer Service Customer Support End User Support

This position is no longer accepting applications (closed Jul 26, 2026).

Job Description

ITinfra seeks a Helpdesk Lead to oversee IT support services and ITIL processes for government programs, coordinating with service managers, the service desk, and contractors while managing schedules, resources, issue resolution, reporting, and project presentations.

Responsibilities

Act as the government’s primary point of contact, providing leadership and oversight for IT support services and ITIL processes to ensure consistent, efficient delivery.
Guide knowledge management as well as training and workforce development initiatives.
Collaborate with service managers, technical and operational leads, the service desk, contractors, and providers to coordinate service delivery across the environment.
Review and approve technical solutions and develop practical program schedules.
Manage program and project schedules and resources to align deliverables with government timelines.
Resolve issues, allocate resources, supervise project personnel, and oversee operations and performance.
Provide daily, weekly, and monthly reports as required.
Develop and present In-Process Review (IPR) slides on a quarterly basis for all open projects supported by the contract.
Prepare ad hoc slides for management and participate in meetings as needed.

Requirements

Ten years of experience managing IT Support Services.
ITIL certifications: ITIL 4 Foundation, ITIL 4 Managing Professional, ITIL 4 Strategic Leader, ITIL 4 Practice Manager, ITIL 4 Extension Modules, and ITIL 4 Master.
Demonstrated understanding and application of ITIL principles.
Proven experience leading IT teams with a mobile workforce.
Education: Bachelor’s degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.
U.S. citizenship with an active Public Trust clearance, or the ability to obtain one.

Benefits

401(k) plan with company matching.
Dental insurance.
Health insurance.
Health savings account (HSA).
Vision insurance.
Paid time off (PTO).
Professional development assistance.
Retirement plan.

Why ITinfra

Small, growing, dynamic company with a collaborative culture.
Focus on professional growth and helping you set and achieve career goals.
Excellent health insurance benefits.
401(k) with matching and paid time off as part of the benefits package.

Work Location

Atlanta, Georgia (onsite)

Job Type

Full-time

Pay

USD 85,000 per year

Application Questions

Are you a US citizen with an active Public Trust clearance, or the ability of attaining one?
Do you have 5 years of IT program/project management experience?

Ability to Commute

Atlanta, GA 30303 (Required)

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2mo ago

IT Helpdesk Analyst (Level 1 / L1 Support)

AHU Technologies Inc Washington, DC

Washington, DC

2mo ago Closed

$21 - $24/hr Contract Active Directory Computer Skills Contact Center

This position is no longer accepting applications (closed Jun 21, 2026).

Job Description

AHU Technologies Inc is seeking an entry-level IT Helpdesk Analyst (Level 1) to deliver first-line technical support and incident logging for multiple agencies in an onsite role based in Washington, DC. This contract opportunity offers an hourly rate in the $21 to $24 range.

Responsibilities

Handle inbound calls in a dynamic IT operations environment, supporting multiple agencies.
Provide desktop troubleshooting for technical issues in a Call Center setting and at off-site DC locations.
Log and route service requests and incidents within an incident management system.
Create and maintain knowledge articles daily within the agency's knowledge management system.
Deliver a high standard of customer service to end users on a day-to-day basis.
Offer technical guidance related to Microsoft products, including Office, Windows operating systems, and related applications.
Troubleshoot issues affecting agency-specific and web-based applications.
Provide technical support for mobile devices such as iPads, iPhones, Android devices, and tablets.
Collaborate with the IT leadership team to select and implement cost-effective technology for the District.
Maintain service level agreements for Call Center and Desk Side support requests.
Coordinate with other technical teams to deliver multi-tiered support during outages and security incidents.
Adhere to enterprise security policies to protect District-owned resources.

Requirements

Bachelor’s degree in IT or related field, or equivalent experience.
Customer service experience in a face-to-face or phone-based role.
Strong written and verbal communication skills in a professional setting.
Ability to provide technical support to computer system users via telephone, email, and other channels.
Experience maintaining computers, systems, and printers in a professional environment.
Proficiency with desktop operating systems including Windows 10, Windows 11, and Mac OS X 10.10.x.
Experience installing and troubleshooting Windows 10/11 and Mac OS X 10.10.x operating systems.
Background delivering technical support in a call center environment with multiple concurrent calls.
Customer-oriented approach to achieving efficient end-user support.
Experience with basic Active Directory functions such as account creation, password resets, and OU management.
Knowledge of Microsoft Office Suite (Office 365).
Relevant certifications such as MCP, Windows 10, and CompTIA A+ are advantageous.

Technologies

Microsoft Office Suite (Office 365)
Windows 10/11
Mac OS X 10.10.x
Active Directory
Incident management system
Knowledge management system

Short Description

The Helpdesk Specialist acts as a first-level representative for client technical support, handling a range of technical inquiries, documenting issues, and notifying senior staff in a timely manner.

Complete Description

Employment Type: Contract with options for W2, 1099, or C2C arrangements.

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Knowledge Management Support Jobs

Service Desk Analyst

Helpdesk Lead

IT Helpdesk Analyst (Level 1 / L1 Support)

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