Lead Tier I Service Desk Agent

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $69.9k - $104.8k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Support a newly awarded DCSA contract • Analyze and resolve complex Tier I incidents and service requests for an enterprise IT service desk supporting approximately 13,000 internal users and external industry partners • Determine root cause, scope, business impact, priority, and resolution path for escalated issues • Set Priority Levels PL1–PL4 and decide whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups • Diagnose and remediate issues involving Windows endpoints, Microsoft 365, collaboration tools, VPN and network connectivity, accounts and access, 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 troubleshooting and ticket quality • Evaluate ticket documentation and closures for compliance and identify reopened-ticket patterns and corrective actions • Assess open-ticket queues for SLA risk, prioritize follow-up, and recommend queue rebalancing • Analyze incident, escalation, and reopen trends; prepare inputs to After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans • Author and revise knowledge base articles, standard operating procedures, and Virtual Agent content • Identify recurring issues suitable for Tier 0 self-service or first-contact resolution • Draft situational awareness alerts for Government pre-approval • Analyze CSAT and Customer Effort Score results and identify service improvements for dashboards and quarterly XLA reporting

🎯 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 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 • 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 the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision • 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 • 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 if assigned • Excellent written and verbal communication skills and ability to explain technical issues clearly to non-technical users and leadership • Desired: 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, JWICS, and classified system handling procedures • Desired: Familiarity with CSAT, Customer Effort Score (CES), and XLAs • Desired: Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments • Desired: Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration • Desired: Experience writing knowledge articles and troubleshooting guides

🏖️ Benefits

• Salary range of USD $69,890–$104,840 per year • Remote position • Up to 10% travel involved • Military-friendly employer supporting active-duty and veteran employees