Knowledge Center Tier I Agent – Junior

🕒 September 30

🇺🇸 United States – Remote

💵 $57.5k - $82.9k / year

⏰ Full Time

🟢 Junior

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 45 days.
• Jobs at this company usually fill in 21 days.

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Analyze inbound external-user requests from toll-free phone, support email, public web form, and chatbot channels • Determine the application, nature, business impact, and priority level of requests • Create and manage complete, accurate tickets in the Government's ITSM system on users' behalf • Resolve common Tier I account, access, connectivity, navigation, and application issues using knowledge articles and documented procedures • Decide when issues require escalation to the KC Escalation Coordinator, Tier II, Tier III, or specialized resolver groups • Manage external-user communication through the email-based Customer-Confirmed Ticket Closure process • Safeguard sensitive user information in accordance with Privacy Act and CUI requirements • Analyze internal-user incidents and service requests across phone, chat, email, and portal channels • Assign appropriate PL1–PL4 priority levels and categories in the enterprise ITSM platform • Apply diagnostic and remediation steps, including delegated administrative actions on user accounts and configurations • Confirm that resolutions fully address customer needs before moving tickets to 'Resolved - Awaiting Customer Confirmation' • Document resolutions clearly for reuse by other analysts • Monitor open-ticket age and risk, follow up with users or resolver groups, and prevent SLA breaches

🎯 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 prior to performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP • 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 • Willingness to work extended-hours shifts, including evenings, overnight, weekends, and holidays, if assigned • Strong customer service orientation, patience, and 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 • Experience or demonstrated aptitude supporting external customers or the public through phone, email, and web channels • Desired: HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification • Desired: Experience using ServiceNow or a comparable enterprise ITSM platform • Desired: Experience working across NIPRNet, SIPRNet, and JWICS and with classified system handling procedures • Desired: Familiarity with CX measurement, including CSAT, CES, and XLAs • Desired: Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments • Desired: Familiarity with remote support tools, Microsoft Teams, SharePoint, and mobile device basics

🏖️ Benefits

• Salaried, FLSA-exempt position • Primarily remote work • Up to 10% travel involved • Opportunity to grow into Tier II desktop support, systems administration, or cybersecurity roles • Military Friendly Employer supporting active-duty and veteran employees

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