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We are delighted that you’re exploring employment with us! Empower AI has exciting opportunities across all functions that will challenge you, provide a fantastic place to work, and allow you to continue your growth and professional development.
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Empower AI is seeking a QASP / AQL Quality Analyst to own the Quality Control Program for an enterprise IT Customer Support Services program supporting a Department of War agency. The Performance Requirements Summary defines binding SLAs, XLAs, and Acceptable Quality Levels (AQLs) across sixteen task areas, and the Government surveils performance under its Quality Assurance Surveillance Plan (QASP). The analyst develops and executes the Quality Control Plan, independently audits service delivery and deliverables against every AQL, validates the metrics reported to the Government, drives corrective and preventive action, operates the 'early warning'...
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Empower AI is seeking a motivated Purchasing Support Specialist to analyze requirements, evaluate vendors, and prepare compliant purchase actions for pre-approved IT materials on an enterprise IT Customer Support Services program supporting a Department of War...
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Description
Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to turn service data and customer feedback into the reports, roadmap items, and requirements that drive continuous improvement on an enterprise IT Customer Support Services program supporting a Department of War agency. Working within the Service Management Operations Lead's team, the analyst assembles and analyzes inputs for the Monthly Customer Support Activity Report, Quarterly XLA Performance...
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Description
Empower AI is seeking a Automation Engineer (Tier 0 Self-Service and RPA) to design and deliver the intelligent automation that transforms a high-volume IT Customer Support Services program for a Department of War agency from a task-oriented service model into an outcome-driven, low-effort customer experience. The engineer builds and integrates automation across all support tiers, including AI-driven Tier 0 self-service (ServiceNow Virtual Agent, AI Ops, Active Directory...
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Description
Empower AI is seeking a Senior Tier I Agent (Quality and Mentoring) to serve as the senior technical decision-maker and lead analyst within Tier I on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. The Senior Analyst decides resolution strategy for the most complex Tier I issues, owns shift-level queue management and quality assurance decisions, designs the knowledge and procedures that...
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Description
Empower AI is seeking an experienced Tier I Service Desk Agent to analyze and resolve complex IT incidents and service requests and to serve as a decision and escalation resource within Tier I on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 internal users and a community of external industry partners across multiple security enclaves. The analyst determines root cause, business impact, priority, and resolution path for the...
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Description
Empower AI is seeking a motivated Tier I Service Desk Agent (Junior) to analyze and resolve IT incidents and service requests as a Tier I analyst on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. Users reach the Service Desk when the AI-driven Tier 0 self-service portal and chatbot have not resolved their issue, so the analyst's core work is judgment: determining what is actually wrong,...
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Description
Empower AI is seeking a Tier 0 / Deflection Content Analyst to make the AI-driven Tier 0 self-service layer of an enterprise IT Service Desk resolve more issues before a human is needed, supporting a Department of War agency with approximately 13,000 users. Sitting inside the Service Desk and drawing on Tier I experience, the analyst analyzes ticket, chatbot, and search data to find what users are asking that Tier 0 fails to resolve; designs and tunes ServiceNow Virtual Agent...
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Description
Empower AI is seeking an experienced Tier I Service Desk Agent (Extended Hours) to analyze and resolve complex IT incidents and service requests and to serve as a decision and escalation resource within Tier I on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 internal users and a community of external industry partners across multiple security enclaves. The analyst determines root cause, business impact, priority, and resolution...
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Description
Empower AI is seeking a motivated Tier I Service Desk Agent (Junior, Extended Hours) to analyze and resolve IT incidents and service requests as a Tier I analyst on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. Users reach the Service Desk when the AI-driven Tier 0 self-service portal and chatbot have not resolved their issue, so the analyst's core work is judgment: determining what is...
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Description
Empower AI is seeking an Endpoint Engineering Lead to lead the Enterprise Endpoint Infrastructure Management (desktop engineering) team for a Department of War agency, responsible for thousands of endpoints across Pre-Production, NIPRNet, SIPRNet, and JWICS enclaves. The Lead owns the technical strategy and daily direction of MECM/SCCM engineers, application packaging, imaging, patch, and STIG/compliance engineers; is accountable for CAT I/II/III patch compliance, hardened...
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Description
Empower AI is seeking a MECM / SCCM Engineer to engineer and operate the Microsoft Endpoint Configuration Manager infrastructure that manages thousands of endpoints for a Department of War agency across Pre-Production, NIPRNet, SIPRNet, and JWICS enclaves. The engineer designs and maintains the MECM hierarchy, distribution points, boundaries, collections, client health, and reporting; engineers automated patch and software deployment, task sequences, and PXE provisioning; and...
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Description
Empower AI is seeking an Application Packaging Engineer to package, test, secure, and deploy enterprise applications for thousands of endpoints supporting a Department of War agency across Pre-Production, NIPRNet, SIPRNet, and JWICS enclaves. The engineer analyzes application installation behavior and dependencies, engineers silent and STIG-compliant deployment packages (MSI/MSIX/App-V/Intune Win32), validates them in pre-production and the Digital Twin environment, and...
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Description
Empower AI is seeking a Knowledge Center Tier I Agent to analyze and resolve support requests from the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users cannot access internal systems, so they reach the Knowledge Center through a dedicated toll-free number, support email, public web form, and public chatbot; the agent determines the nature, impact, and priority of each request,...
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Description
Empower AI is seeking a motivated Knowledge Center Tier I Agent (Junior) to analyze and resolve support requests from the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the Knowledge Center by toll-free phone, support email, public web form, and public chatbot; the agent determines what the user needs and how urgent it is, creates and manages the ticket on the user's...
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Empower AI is seeking an IT Procurement / Purchasing Analyst to lead execution of IT materials purchasing
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Empower AI is seeking a Senior ITCR / Requirements Analyst to lead IT Capability Request (ITCR) analysis and advisory support for a Department of War agency supported by an enterprise IT Customer Support Services program. The Senior Analyst leads requirements...
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Description
Empower AI is seeking an Imaging / Deployment Technician to build, validate, and deploy STIG-compliant workstation images for a Department of War agency across Pre-Production, NIPRNet, SIPRNet, and JWICS enclaves as part of the Enterprise Endpoint Infrastructure Management team. The technician analyzes image build and deployment results to determine root causes of failures, decides the correct provisioning approach for each hardware model and enclave, validates images against...
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Empower AI is seeking a Software License / Hardware Warranty Analyst to own license and warranty accountability for all hardware and software assets managed by an enterprise IT Customer Support Services program supporting a Department of War agency. The analyst...
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Empower AI is seeking an IT Logistics Specialist (COMSEC Certified) to manage receiving, warehousing, equipment movement, and disposition decisions for an enterprise IT Customer Support Services program supporting a Department of War agency with headquarters,...
