KNOWLEDGE CENTER TIER I 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.

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, creates and manages the ticket in the Government's ITSM system on the user's behalf, resolves what can be resolved at Tier I (account, access, navigation, and common application issues), and decides when to escalate to the KC Escalation Coordinator and application resolver groups. Every ticket follows the email-based Customer-Confirmed Ticket Closure process. This is a primarily remote position. 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 inbound external-user requests from the toll-free line, support email, public web form, and chatbot handoffs to determine the application, nature, business impact, and Priority Level, and manually create complete, accurate tickets in the Government's ITSM system on the user's behalf.
• Determine the resolution approach for Tier I external-user issues on DISS, NISS, NBIS, and other designated applications (account status, access and role questions, navigation, common errors) using knowledge articles and documented procedures, and decide when escalation to the KC Escalation Coordinator or application resolver groups is required.
• Manage external-user communication through the email-based Customer-Confirmed Ticket Closure process (resolution notification, reply-to-confirm or reopen, three-business-day auto-closure), and safeguard sensitive user information in accordance with Privacy Act and CUI requirements.
• Identify gaps in public knowledge articles and chatbot content from recurring external contacts and draft recommended content to increase Tier 0 deflection.
• Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups.
• Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
• Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
• Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• 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.
• Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.
• Hands-on experience with an enterprise ITSM/ticketing platform and knowledge management practices.
• Demonstrated ability to meet First Contact Resolution and SLA targets in a high-volume environment while maintaining excellent customer satisfaction.
• 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.
• Excellent written and verbal communication skills and the ability to explain technical issues clearly to non-technical users and leadership.
• Experience supporting external customers or the public through phone, email, and web channels; ability to work assigned shifts within 6:00 a.m. to 8:00 p.m. ET; this position primarily works remotely.

DESIRED SKILLS:

• HDI Support Center Analyst or Desktop Support Technician, 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.
• Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration for password resets and account unlocks.
• Experience writing knowledge articles and troubleshooting guides for both technicians and end users.

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.