Knowledge Center Tier I Agent

🕒 September 30

🇺🇸 United States – Remote

💵 $60.8k - $91.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 16%

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 46 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 through toll-free line, support email, public web form, and chatbot handoffs • Determine application, request nature, business impact, and priority level; create complete tickets in the Government's ITSM system • Resolve Tier I issues involving accounts, access, navigation, and common application errors for DISS, NISS, NBIS, and other designated applications • Escalate issues to the KC Escalation Coordinator or application resolver groups when required • Manage customer communication through the email-based Customer-Confirmed Ticket Closure process • Safeguard sensitive user information according to Privacy Act and CUI requirements • Identify gaps in public knowledge articles and chatbot content and draft recommended content to increase Tier 0 deflection • Analyze escalated and complex incidents and service requests to determine root cause, scope, impact, priority, and resolution path • Diagnose and remediate Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices • Exercise delegated administrative authority to resolve issues at first contact • Serve as an escalation and decision resource for junior analysts • Review proposed resolutions, approve or redirect escalations, and coach on troubleshooting methodology and ticket quality • Evaluate ticket documentation and closures for compliance and quality standards • Identify reopened-ticket patterns 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 prior to performing cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP • Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment • Ability to work independently, analyze problems, determine appropriate action, and exercise discretion and independent judgment • Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, VPN, Wi-Fi, DNS/DHCP basics, printers, and mobile devices • Hands-on experience with an enterprise ITSM/ticketing platform and knowledge management practices • 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, including evenings, overnight, weekends, and holidays, if assigned • Excellent written and verbal communication skills; 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 • HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification (desired) • Experience using ServiceNow or a comparable enterprise ITSM platform (desired) • Experience across NIPRNet, SIPRNet, and JWICS and classified system handling procedures (desired) • Familiarity with CSAT, Customer Effort Score, and experience level agreements (desired) • Experience supporting Department of War, Department of Defense, or other compliance-driven Federal IT environments (desired) • Experience with AI-enabled service desk capabilities (desired) • Experience writing knowledge articles and troubleshooting guides (desired)

🏖️ Benefits

• Salaried, FLSA-exempt position • Primarily remote work • Up to 10% travel involved • Military-friendly employer commitment to hiring and supporting active-duty and veteran employees

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