Empower AI provides AI-enabled solutions for government missions and is seeking a Knowledge Center Tier I Agent to support external and internal users of federal mission applications. The role analyzes, documents, resolves, and escalates IT support requests across multiple channels while managing ticket communications, protecting sensitive information, and meeting service-level requirements.
Analyze inbound external-user requests from the toll-free line, support email, public web form, and chatbot handoffs to determine the application, nature, business impact, and Priority Level, and create complete, accurate tickets in the Government's ITSM system on the user's behalf
Determine the resolution approach for common Tier I external-user issues on DISS, NISS, NBIS, and other designated applications using knowledge articles and documented procedures, and decide when escalation to the KC Escalation Coordinator is required
Manage external-user communication through the email-based Customer-Confirmed Ticket Closure process and safeguard sensitive user information in accordance with Privacy Act and CUI requirements
Analyze incoming incidents and service requests from internal users across phone, chat, email, and portal channels to determine the nature, scope, and business impact of each issue, and independently assign the appropriate Priority Level (PL1 through PL4) and category in the enterprise ITSM platform (e.g., ServiceNow)
Determine the appropriate resolution approach for each Tier I issue by evaluating symptoms against known errors, knowledge articles, and system behavior, and decide when an issue can be resolved at Tier I, deflected to self-service, or must be escalated to Tier II, Tier III, or a specialized resolver group
Resolve account, access, connectivity, and application issues by selecting and applying the correct diagnostic and remediation steps, including administrative actions on user accounts and configurations within delegated authority
Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status under the Customer-Confirmed Ticket Closure process, and document resolutions clearly for reuse by other analysts
Assess the age and risk of items in the open ticket queue, decide which require follow-up with users or resolver groups, and take action to prevent tickets from breaching resolution SLAs
Qualification
Required
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 (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
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 (Wi-Fi, VPN, IP connectivity), and common peripherals
Familiarity with ticketing systems and service desk workflows, including accurate ticket documentation and escalation
Strong customer service orientation, patience, and the 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 in a fast-paced environment
Experience or demonstrated aptitude supporting external customers or the public through phone, email, and web channels
Preferred
HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification
Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform
Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures
Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs)
Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments
Familiarity with remote support tools, Microsoft Teams, SharePoint, and mobile device basics
Interest in growing into Tier II desktop support, systems administration, or cybersecurity roles
Benefits
Primarily remote position
Empower AI is a diversified IT and professional services company that provides software development, information assurance.
