Tier I Service Desk Agent, Junior – Extended Hours

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $57.5k - $82.9k / year

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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.

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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 incoming incidents and service requests through phone, chat, email, and portal channels • Determine issue nature, scope, business impact, priority level, and category in the enterprise ITSM platform • Evaluate issues against known errors, knowledge articles, and system behavior • Resolve Tier I account, access, connectivity, and application issues using diagnostic and remediation steps • Perform administrative actions on user accounts and configurations within delegated authority • Confirm resolutions before closing tickets and document resolutions for reuse • Assess ticket age and risk, follow up with users or resolver groups, and prevent SLA breaches • Identify knowledge article and Virtual Agent content gaps and draft improved Tier 0 content • Draft plain-language situational awareness alerts for Government pre-approval • Contribute incident trend and escalation observations to Proactive Problem Management • Support customer satisfaction surveys and collection of CSAT and Customer Effort Score data

🎯 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 appropriate action, and exercise discretion and independent judgment • 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, 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 and extended-hours shifts if assigned • Strong customer service orientation 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 • Ability to work fixed or rotating extended-hours schedules, including Federal holidays

🏖️ Benefits

• 10% travel involved • Opportunity to grow into Tier II desktop support, systems administration, or cybersecurity roles • Military Friendly Employer recognition and support for active-duty and veteran employees