Tier II Deskside Technician, Triage

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $57.5k - $82.9k / year

⏰ Full Time

🟡 Mid-level

🟠 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.

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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

• Perform initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal • Gather diagnostic information and determine the nature of each request • Categorize and prioritize tickets according to J6 Impact and Priority Based Incident Categorization procedures • Conduct basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams • Route unresolved incidents and service requests to appropriate deskside, remote support, or specialized teams • Document triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes • Monitor incoming ticket queues and ensure new requests are triaged within defined response timeframes • Communicate with end users to gather information needed for triage and routing • Identify recurring issues or patterns and escalate them to the Problem Manager or team leads • Ensure routed tickets contain sufficient documentation for receiving technicians • Participate in triage process reviews and suggest improvements to routing procedures and categorization schemas

🎯 Requirements

• Active Secret security clearance at time of award • Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to perform initial technical analysis, categorization, and routing of IT incidents without continuous direct supervision • Ability to exercise discretion and independent judgment in routing decisions, determining categorization and priority, and identifying patterns warranting escalation to Problem Management • Working knowledge of IT service management practices, ITIL incident and problem management, enterprise endpoint computing, common business applications, and J6 categorization frameworks • Strong analytical and problem-solving skills with demonstrated pattern recognition and routing accuracy in a high-volume IT triage environment • Strong customer service orientation and ability to communicate clearly and patiently with users of varying technical fluency • Ability to prioritize and execute tasks across multiple concurrent triage decisions in a high-pressure environment • Good written, oral, and interpersonal communication skills; ability to present information in user-friendly language and author clear handoff documentation • Ability to research PC and software issues and products • Highly self-motivated and directed; capable of operating with minimal supervision in a remote work environment • Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements • Team-oriented and skilled in working within a collaborative remote environment • Bachelor's degree in Information Technology, Computer Science, Information Systems, or related technical discipline, or equivalent combination of advanced vendor certification and directly relevant professional experience accepted in lieu of degree • 5 or more years of progressively responsible professional experience in IT incident triage, service desk operations, or IT systems analysis • ITIL v4 Foundations certification • CompTIA Security+ certification