E

Empower AI

AIaaS platform and government IT services

Junior Knowledge Center Tier 1 Agent

Full-TimeDeadline 10/7/27
$57.5k - $82.9k/yr
Entry
Bachelor's, Associate's
Remote in USA
RemoteRemote role with up to 10% travel. Must work assigned shifts within 6:00 a.m.–8:00 p.m. ET; extended-hours shifts may be assigned.
IT OperationsIT Service Desk & End User Support
No H1B Sponsorship
US Citizenship, US Top Secret Clearance Required

About the job

Requirements
  • A bachelor's degree and zero years of related experience are required; alternatively, an associate's degree with two years of related experience, or four 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 within investigation scope and/or currently enrolled in Continuous Evaluation or Continuous Vetting.
  • Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP, before performing cybersecurity-related duties.
  • Must demonstrate the ability to work independently, analyze problems, determine an 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 is required.
  • Must have working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory account concepts, basic networking including Wi-Fi, VPN, and IP connectivity, and common peripherals.
  • Must be familiar with ticketing systems and service desk workflows, including accurate ticket documentation and escalation.
  • Must be able to work assigned shifts within the 6:00 a.m. to 8:00 p.m. Eastern Time core schedule and be willing to work extended-hours shifts, including evenings, overnight, weekends, and holidays, if assigned to the extended-hours team.
  • Must have a strong customer service orientation, patience, and the ability to communicate clearly with non-technical users by phone and in writing.
  • Must be able 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 is required.
  • This position primarily works remotely.
Responsibilities
  • Analyze inbound external-user requests through toll-free phone, 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 resolution approaches for common Tier I external-user issues on DISS, NISS, NBIS, and other designated applications using knowledge articles and documented procedures, and determine 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 incidents and service requests from internal users across phone, chat, email, and portal channels to determine each issue's nature, scope, and business impact, and independently assign the appropriate Priority Level (PL1 through PL4) and category in the enterprise ITSM platform, such as ServiceNow.
  • Evaluate symptoms against known errors, knowledge articles, and system behavior to determine resolutions for Tier I issues, and decide whether to resolve the issue at Tier I, deflect it to self-service, or escalate it to Tier II, Tier III, or a specialized resolver group.
  • Resolve account, access, connectivity, and application issues by selecting and applying 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, determine which require follow-up with users or resolver groups, and take action to prevent tickets from breaching resolution SLAs.
Desired Qualifications
  • HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification.
  • Experience using ServiceNow, including incident, request, knowledge, CMDB, Service Catalog, and Virtual Agent functions, or a comparable enterprise ITSM platform.
  • Experience working across multiple security enclaves, including NIPRNet, SIPRNet, and JWICS, and with classified system handling procedures.
  • Familiarity with customer experience measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
  • Experience supporting Department of War (DoW), Department of Defense (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.

About the company

Empower AI provides AI-powered solutions to U.S. federal government agencies as a prime contractor. Its core offering is the Empower AI Platform (AIaaS), a set of tools to automate tasks, a digital assistant for decision support, and an AI management system built to meet federal security and compliance needs. Beyond the platform, it offers systems engineering, cybersecurity, software development, infrastructure modernization, and IT service management to deploy AI across defense, intelligence, healthcare, and civilian agencies. The goal is to help federal agencies modernize operations and improve workforce productivity through secure, transparent AI that aligns with procurement rules and oversight.”

Company Size

201-500

Company Stage

N/A

Total Funding

N/A

Headquarters

Reston, Virginia

Founded

1989

Get referred to Empower AI

See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • June 16, 2026 DISA J6 recompete preserved $255.4 million Pentagon enterprise IT revenue.
  • July 14, 2026 GSA awarded $145.6 million DIGIT XGen, extending GSA incumbency.
  • July 7, 2026 Highlight deal plus March 2026 CMS win broadened civilian pipeline.

What critics are saying

  • Federal buyers now demand AI automation, compressing labor margins on every recompete by 2027.
  • Headcount fell from 1,900 in 2023 to 1,725 in March 2026, signaling execution pressure.
  • Empower AI depends on large government task orders; one failed recompete can crater revenue.

What makes Empower AI unique

  • Founded 1989; KKR-backed since 2022; combines federal incumbency with AI-first repositioning.
  • July 2026 DIGIT XGen mandated automation across 18,000 users, proving production AI.
  • July 2026 Highlight acquisition added AIDE, DevSecOps, cloud, and defense-civilian reach.

Help us improve and share your feedback! Did you find this helpful?

Benefits

  • Flexible Work Hours
  • Remote Work Options
  • 401(k) Company Match
  • Professional Development Budget
  • Wellness Program
  • Mental Health Support
  • Paid Sick Leave
  • Paid Holidays
  • Paid Vacation
  • Paid Time Off
  • Employee Referral Bonus
  • Tuition Reimbursement

Growth & Insights and Company News

Headcount

6 month growth

-1%

1 year growth

-1%

2 year growth

-1%
CyberX Gov Solutions
Jul 17th, 2026
Empower AI's $145.6M DIGIT XGen win: what it means for govcon.

Empower AI's $145.6M DIGIT XGen win: what it means for govcon. Table of contents. In 2021, GSA's flagship enterprise IT program carried a $807 million price tag. Its next-generation successor, awarded on July 14, 2026, is worth $145.6 million. That gap is not a typo. It is one of the clearest signals yet of where federal IT contracting is heading, and most coverage of the award skipped right past it. This post breaks down the DIGIT XGen task order, why the numbers changed so dramatically, and what contractors of every size should take from it. What is the DIGIT XGen task order? DIGIT XGen (Digital Innovation for GSA Infrastructure Technologies, Next Generation) is a $145.6 million task order that the General Services Administration awarded to Empower AI under the Alliant 2 Governmentwide Acquisition Contract. It covers two years of enterprise IT support starting July 1, 2026, with a built-in mandate to embed AI-driven automation across the IT service lifecycle. The scope is broad. Empower AI will run omni-channel service desk operations, device and mobile device management, ServiceNow platform engineering, security operations, and solutions engineering. The work supports roughly 18,000 users across more than 800 government installations nationwide, as well as select international sites. From $807M to $145.6M: how the DIGIT program changed. Empower AI is not new to this program. In January 2021, the company (then operating as NCI Information Systems) won the original DIGIT task order valued at $807 million. DIGIT XGen extends that incumbency, but under very different terms. | / | Original DIGIT (2021) | DIGIT XGen (2026) | | Awardee | NCI Information Systems (now Empower AI) | Empower AI | | Total value | $807 million | $145.6 million | | Contract vehicle | GSA Alliant 2 | GSA Alliant 2 | | Program focus | Digital transformation and AI-based infrastructure modernization | Mandated intelligent automation, AIOps, predictive incident resolution | | Period of performance | Ran until XGen began | Two years, starting July 1, 2026 | Part of the difference is simple duration. A two-year order will always look smaller than a longer-term one. But the structure itself tells a story. GSA rebuilt the program around automation, AI, and machine learning integration, and modern service delivery. When agencies expect AI to handle infrastructure monitoring, incident resolution, and self-service support, they also expect the labor bill to shrink. Shorter, leaner, outcome-focused orders are becoming the norm in federal IT modernization. Why GSA now writes AI into task order requirements. Here is the detail that matters most for contractors. DIGIT XGen does not simply allow AI. It requires it. The program includes a mandate to embed intelligent automation throughout the IT service lifecycle. That covers AIOps (AI for IT operations, meaning software that monitors infrastructure and flags problems automatically), predictive incident resolution, and self-service tools for end users. Five years ago, a contractor could pitch AI as a differentiator. Today, on orders like this one, AI capability is the price of entry. Evaluation teams want production evidence, not slideware. Empower AI pointed to its Accelerator Framework and IT service management AI tools already running in production, and that track record clearly carried weight. Expect this pattern to spread across federal civilian agencies. If your past performance library has no automation outcomes in it, that gap will start costing you evaluations. The vehicle behind the award: Alliant 2. None of this happens without a seat on the right contract vehicle. Alliant 2 is a multiple-award, indefinite-delivery/indefinite-quantity (IDIQ) contract that GSA uses to buy IT solutions, including AI, robotic process automation, and other emerging technologies. A few facts worth knowing: * GSA raised the Alliant 2 ceiling from $82.5 billion to $90.75 billion to keep up with agency demand. * The master contract's option period runs through June 30, 2028. * Task orders can extend up to five years beyond that, out to June 2033. The takeaway for smaller firms: Alliant 2 is an unrestricted vehicle held by a limited pool of primes. If your company does not hold a seat, subcontracting and teaming with a prime is the realistic path to this revenue. Building those relationships before an order drops is what capture planning is for. Five lessons contractors should take from this win. * Incumbency is earned with results, not tenure: Empower AI held on to this program by pointing to customer satisfaction scores across 18,000 supported users. Recompetes reward documented performance, so treat every CPARS rating and deliverable as future proposal evidence. * Answer the AI mandate with proof: Requirements now name specific capabilities such as AIOps and predictive resolution. Winning proposals map real, deployed tools to those requirements instead of promising future innovation. * Plan for smaller, shorter awards: An $807 million program became a $145.6 million one. Capture strategies built around a single giant award are fragile. Pipelines built around steady task order flow are not. * Vehicle access decides who can even compete: No Alliant 2-seat meant no prime bid here. Map which vehicles your target agencies actually use, then position for a seat or a teaming role well before the solicitation. * Momentum compounds: In roughly one month, Empower AI closed a $255.4 million DISA recompete, acquired Highlight Technologies, and won DIGIT XGen. Each win strengthens the past performance story for the next bid. Small firms can build the same flywheel at their own scale, one task order at a time. How CyberX Gov Solutions can help. Awards like DIGIT XGen show how competitive federal IT work has become, and how much preparation separates winners from also-rans. CyberX Gov Solutions supports contractors at each stage of that preparation. Its proposal development team builds compliance matrices, win themes, and full proposal content for RFPs, RFQs, and task order responses, including recompetes where past performance framing decides the outcome. Firms staffing up after a win use its cleared recruitment service to find pre-screened professionals holding Secret, Top Secret, or TS/SCI clearances. And businesses still working toward their first federal bid can start with Get Fed Ready(TM), which covers SAM.gov registration support, capability statement development, and opportunity fit analysis. Conclusion. DIGIT XGen is more than one company's contract win. It shows an agency restructuring a flagship program around mandated AI, shorter performance periods, and measurable outcomes. Those same expectations are moving through the rest of the federal marketplace. Contractors who document their performance, build automation into their offerings, and secure the right vehicle positions will compete well in this environment. Those who wait for the market to return to long, labor-heavy contracts will be waiting a long time. If you want help positioning for your next federal opportunity, whether that means a sharper proposal, cleared talent, or getting fed-ready from scratch, CyberX Gov Solutions can help. Frequently asked questions. Who is Empower AI? Empower AI is a federal technology contractor headquartered in Reston, Virginia, with more than 35 years of government experience. The company, formerly known as NCI Information Systems, provides AI, IT service management, engineering, and mission support services to defense and civilian agencies. What does AIOps mean in a government contract? AIOps stands for artificial intelligence for IT operations. It refers to software that monitors systems, detects anomalies, and helps resolve incidents automatically instead of waiting for a human to open a ticket. Federal agencies increasingly list it as a required capability in IT services solicitations. How long can Alliant 2 task orders run? Alliant 2's master contract option period ends June 30, 2028, but task orders may extend up to five years past that date. That means work awarded under the vehicle can continue as late as June 2033. Can a small business work on a task order like DIGIT XGen? Usually yes, but as a subcontractor. Alliant 2 is an unrestricted vehicle held by a set pool of prime contractors, so small businesses typically participate through teaming agreements with those primes. Building prime relationships early is the key step. Why was DIGIT XGen worth so much less than the original DIGIT award? The main factors are a shorter two-year period of performance and a program redesign centered on automation. When AI handles more monitoring and incident resolution, the government expects lower service delivery costs.

Associated Press
Jul 7th, 2026
Empower AI acquires Highlight Technologies to expand AI-driven federal services

Empower AI has acquired Highlight Technologies, a Fairfax, Virginia-based federal IT services firm, to expand its AI-driven mission solutions across US federal agencies. The deal strengthens Empower AI's capabilities in DevSecOps, artificial intelligence, data management, and cloud modernisation, whilst broadening support for the Departments of State and Homeland Security. Founded in 2008, Highlight Technologies brings expertise in mission modernisation and digital transformation. A key asset is its AIDE platform, recently assessed as "Awardable" by the Department of Defense Chief Digital and Artificial Intelligence Office's Tradewinds Solutions Marketplace. The transaction became effective on 7 July 2026. Financial terms were not disclosed.

Business Wire
Jul 7th, 2026
Empower AI acquires Highlight Technologies to accelerate ai-driven mission delivery across federal agencies.

Empower AI acquires Highlight Technologies to accelerate ai-driven mission delivery across federal agencies. Acquisition expands delivery scale, strengthens AI practice, and opens new pathways within defense and civilian markets RESTON, Va.-(BUSINESS WIRE)-Empower AI today announced the acquisition of Highlight Technologies, Inc., a Fairfax, Virginia-based federal IT services firm, expanding its ability to deliver AI-driven, cloud-enabled mission solutions across the federal government. The move strengthens Empower AI's capabilities in DevSecOps, artificial intelligence, data management, and cloud modernization while broadening support for high-priority modernization initiatives across the Departments of State and Homeland Security. The combination brings together Empower AI's accelerator-based model for scalable AI delivery and Highlight's record of mission-focused execution in complex environments. Highlight CEO Aarish Gokaldas called the companies "a natural fit," noting that Empower AI's AI-first approach, paired with Highlight's deep agency expertise, creates "the platform and scale to deliver even greater impact for the missions we serve." Founded in 2008, Highlight Technologies has built a strong reputation for mission modernization, data-driven decision support, digital transformation, and rapid-response delivery across defense, civilian, and homeland security customers. A distinguishing asset is its AIDE (AI Data Integration & Orchestration Engine), recently assessed as "Awardable" in the Department of Defense Chief Digital and Artificial Intelligence Office's Tradewinds Solutions Marketplace, expanding Empower AI's access to emerging defense opportunities and reinforcing its position in the evolving federal AI landscape. The acquisition also accelerates the growth of Empower AI's proprietary AI accelerator portfolio, with the combined organization delivering faster deployment, improved interoperability, and more scalable AI adoption for federal customers. Empower AI CEO Jeff Bohling said Highlight Technologies brings "exceptional talent, proven technology, and deep agency relationships that will meaningfully expand what we can deliver to our customers." The transaction is effective July 7, 2026. Terms were not disclosed. About Empower AI For 30+ years, Empower AI has supported federal missions through innovative technologies and its specialized AI practice. Headquartered in Reston, Virginia, the company's services span AI, engineering and integration, software solutions, mission support, infrastructure modernization, and IT service management. Learn more at www.empower.ai. About Highlight Technologies Highlight Technologies is a mission-led, employee-owned federal IT services firm founded in 2008 and headquartered in Fairfax, Virginia. The company delivers DevSecOps, cloud, AI/ML, and data management solutions across civilian, homeland security, and defense markets. Learn more at www.highlighttech.com. Contacts. Media Contact Darin Jones Director of Marketing Empower AI 703.943.8388 [email protected] More News From Empower AI RESTON, Va.-( BUSINESS WIRE )-Empower AI today announced it has won the DISA J6 Service Delivery recompete contract, retaining its role as an enterprise IT service delivery partner supporting the Pentagon and NCR under the Department of War's DISA J6 Service Delivery mission. The contract carries a total potential value of $255.4 million over a one-year base period and four, 1-year option periods. The award positions Empower AI to advance DISA J6's Global Support operations combining proven ent... RESTON, Va.-( BUSINESS WIRE )-Empower AI is pleased to announce that it has been awarded a contract valued at more than $200 million by the U.S. Army Information Systems Engineering Command (ISEC) Mission Engineering Directorate (MED) to support the Army Metering Program (AMP). The program is managed under U.S. Army Materiel Command (AMC) through the TEIS IV contract vehicle. This multi-year effort will modernize critical infrastructure across more than 80 Army installations, enhancing energy r... RESTON, Va.-( BUSINESS WIRE )-Empower AI announces the appointment of Juan Toves as Chief Growth Officer (CGO). Juan succeeds Paul Harrington, who is departing the company to return to his consulting practice. We thank Paul for his leadership and contributions to our growth efforts and wish him continued success. Paul will remain a member of Empower AI's Advisory Board. In his new role, Juan will lead Empower AI's enterprise growth strategy, business development, and capture operations across t... Empower AI. Headquarters: Reston, Virginia CEO: Jeff Bohling Employees: 800 Organization: PRI Release Summary Empower AI acquires Highlight Technologies to accelerate AI-driven mission delivery across federal agencies; expands scale, strengthens AI practice. Release Versions Media Contact Darin Jones Director of Marketing Empower AI 703.943.8388 [email protected]

Washington Technology
Jun 16th, 2026
Empower AI books $255M DISA enterprise IT recompete.

Empower AI books $255M DISA enterprise IT recompete. Stay Connected Find opportunities - and win them. June 16, 2026 02:20 PM ET The Defense Information Systems Agency is emphasizing targeted automation for the next cycle of this progra. Empower AI has secured a potential five-year, $255.4 million task order that extends its role as a primary provider of enterprise IT service delivery support to the Defense Information Systems Agency. DISA's J6 organization is responsible for providing IT products, services, solutions and other user support to the defense secretary's office and all Pentagon "Fourth Estate' agencies outside of the service branches. DISA-J6 oversees all engineering work on the military's global IT infrastructure and networks to ensure the systems are interoperable. The new task order emphasizes targeted automation to reduce manual work and speed up resolution times for users, Empower AI said Tuesday. "We will apply AI-enabled automation where it measurably improves outcomes for DISA J6 mission partners, while maintaining the reliability and security that DISA J6 Service Delivery operations require" Empower AI chief executive Jeff Bohling said in a release. Work will take place over one base year and up to four individual option years. DISA made this award through the General Services Administration's Multiple Award Schedule program, which gives agencies access to commercial solutions at pre-negotiated prices. Empower AI's capture of this recompete means the company will continue work it first won in the fall of 2019, when it was known as NCI. DISA also emphasized artificial intelligence in that $269.9 million contract. DISA has obligated $329.4 million in task order volume to-date against current contract ahead of its scheduled June 29 sunset date, according to GovTribe data.

WashingtonExec
Mar 25th, 2026
Empower AI appoints Ryan Hopper to lead Military Services Business Unit.

Empower AI appoints Ryan Hopper to lead Military Services Business Unit. Empower AI has named Ryan Hopper to lead its Military Services Business Unit, bringing 24 years of experience working with Defense Department and intelligence customers. "I'm extremely excited to join the Empower AI team and to move the needle for some of our nation's most critical military customers," Hopper said. "I'm even more excited to enable our customers to implement AI and modernized IT systems faster across a variety of use cases, to drive efficiencies at scale and stay ahead of our adversaries." Hopper, who succeeds Darryl Jackson, most recently served as a vice president at Peraton and led a large operating unit for strategic programs and combatant commands. "Ryan is a powerful addition to our Business Unit leadership team," Empower AI CEO Jeff Bohling said. "He delivers a strategic outcome-based mindset for growth, a clear dedication to our military customers, and a strong focus on applying emerging technology at scale, which will help Empower AI achieve our collective goals. We are very happy to have Ryan join the team."