TIER I SERVICE DESK AGENT (JUNIOR, EXTENDED HOURS)

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.

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 actually wrong, how much it matters to the mission, what priority it warrants, whether it can be resolved at Tier I or deflected to self-service, and when and where it must be escalated. The analyst also improves the system itself by identifying knowledge and automation gaps and drafting content that shifts work to Tier 0. Performance is measured on First Contact Resolution, SLA adherence, and customer experience scores. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze incoming incidents and service requests from internal users across phone, chat, email, and portal channels to determine the nature, scope, and business impact of each issue, and independently assign the appropriate Priority Level (PL1 through PL4) and category in the enterprise ITSM platform (e.g., ServiceNow).
• Determine the appropriate resolution approach for each Tier I issue by evaluating symptoms against known errors, knowledge articles, and system behavior, and decide when an issue can be resolved at Tier I, deflected to self-service, or must be escalated to Tier II, Tier III, or a specialized resolver group.
• Resolve account, access, connectivity, and application issues by selecting and applying the correct diagnostic and remediation steps, including administrative actions on user accounts and configurations within delegated authority.
• Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status under the Customer-Confirmed Ticket Closure process, and document resolutions clearly for reuse by other analysts.
• Assess the age and risk of items in the open ticket queue, decide which require follow-up with users or resolver groups, and take action to prevent tickets from breaching resolution SLAs.
• Identify gaps and inaccuracies in knowledge articles and Virtual Agent (chatbot) content encountered during resolution and draft recommended new or revised content to improve Tier 0 deflection and First Contact Resolution.
• Draft plain-language situational awareness alerts that state impact, required user actions, and expected time to resolution for Government pre-approval, and recommend when an emerging pattern of contacts warrants an alert.
• Contribute observations on incident trends and escalation drivers to Proactive Problem Management, and support execution of customer satisfaction surveys and the collection of CSAT and Customer Effort Score data.

REQUIREMENTS:

• Bachelor's degree and 0 years of related experience (an Associate's degree with 2 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Experience or demonstrated aptitude in help desk, service desk, call center, desktop support, or customer technical support.
• Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory account concepts, basic networking (Wi-Fi, VPN, IP connectivity), and common peripherals.
• Familiarity with ticketing systems and service desk workflows, including accurate ticket documentation and escalation.
• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule, and willingness to work extended-hours shifts (evenings, overnight, weekends, and holidays) if assigned to the extended-hours team.
• Strong customer service orientation, patience, and the ability to communicate clearly with non-technical users by phone and in writing.
• Ability to follow documented procedures precisely while handling a high volume of contacts in a fast-paced environment.
• Ability to work a fixed or rotating extended-hours schedule (weeknights 8:01 p.m. to 5:59 a.m. ET and/or weekends 12:00 a.m. to 11:59 p.m. ET), including Federal holidays; this position primarily works remotely.

DESIRED SKILLS:

• HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Familiarity with remote support tools, Microsoft Teams, SharePoint, and mobile device basics.
• Interest in growing into Tier II desktop support, systems administration, or cybersecurity roles.

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.