Tier I Service Desk Agent – Extended Hours

🕒 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 escalated and complex Tier I incidents and service requests to determine root cause, scope, business impact, priority, and resolution path • Independently set Priority Levels PL1–PL4 and decide whether to resolve, deflect to self-service, or escalate issues • 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 resolutions, redirect escalations, and coach troubleshooting and ticket quality • Evaluate ticket documentation and closures for process compliance and quality standards • Identify reopened-ticket patterns and recommend corrective actions • Assess the open ticket queue for SLA risk, prioritize follow-up, and recommend queue rebalancing • Analyze incident, escalation, and reopen trends and 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 metrics 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 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 • 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 • 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 if assigned • Ability to work a fixed or rotating extended-hours schedule, including Federal holidays • 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: ServiceNow or comparable enterprise ITSM platform experience • Desired: Experience across multiple security enclaves and classified system handling procedures • Desired: Familiarity with CSAT, Customer Effort Score, and XLAs • Desired: Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments • Desired: Experience with AI-enabled service desk capabilities • Desired: Experience writing knowledge articles and troubleshooting guides

🏖️ Benefits

• Salaried, FLSA-exempt position • Remote work • Up to 10% travel involved • Military Friendly Employer recognition and support for active-duty and veteran employees

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