CASD Tier I Service Desk Agent

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

We have an exciting opportunity at the Department of State! The CASD Tier 1 Service Desk Agent is the primary contact for all customer service events related to the global customer IT environment.

Responsibilities:

• You will be responsible for providing professional, high-quality Tier 1 support to the internal user community (~40K users) and, often generate service tickets for every service event. Service events include incidents, problems, service requests, and change requests, which may be submitted via email, phone, instant message, agent chat, chatbot (when available), ticket management system (currently Service Now), or automated event reporting.
• You will deliver responsive Service Desk support to all users, receive initial contacts, open and track service events in the ticket management system and monitor each event through resolution.
• This role delivers first-contact support for end users, including collecting customer information, performing initial analysis, identifying root symptoms, and documenting all issues within the ticket management system.
• Tier 1 maintains ticket ownership and attempts resolution before escalating to Tier 2.
• You will be among the first points of contact to coordinate, troubleshoot, diagnose, and resolve all incidents and problems to closure or escalate as needed to resolve all customer issues following standards and directed service level agreements.

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

• 2+ years
• Associate's degree or equivalent experience
• HDI-SCA or ITIL 4 Foundation certification
• Secret Security Clearance 

PREFERRED REQUIREMENTS:

• COMP TIA Sec + Certification

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:   

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 25 % . 

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.