Tier 1 Service Desk Agent Lead

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

This position will support our newly awarded DCSA contract.

Description

Empower AI is seeking an experienced Tier I Service Desk Agent Lead to analyze and resolve complex IT incidents and service requests and to serve as a decision and escalation resource within Tier I on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 internal users and a community of external industry partners across multiple security enclaves. The analyst determines root cause, business impact, priority, and resolution path for the issues junior analysts cannot resolve; exercises delegated administrative authority to resolve issues at first contact; reviews and redirects proposed escalations; and analyzes trends to recommend permanent fixes, knowledge content, and Tier 0 automation. Performance is measured on First Contact Resolution, SLA and XLA adherence, and ticket quality. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A REMOTE POSITION  AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups.
• Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
• Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
• Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.
• Assess the open ticket queue for SLA risk, decide follow-up priorities with users and resolver groups, and recommend queue rebalancing to keep aged tickets within the contract's acceptable quality level.
• Analyze incident volume, escalation, and reopen trends to identify recurring problems, and prepare inputs to After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans, including recommended permanent fixes.
• Author and revise knowledge base articles, standard operating procedures, and Virtual Agent (chatbot) content, determining what recurring issues can be moved to Tier 0 self-service or resolved on first contact.
• Draft situational awareness alerts for Government pre-approval, recommend when alerts are warranted, and analyze CSAT and Customer Effort Score results to identify service improvements for the Customer Support Metrics Dashboard and quarterly XLA reporting.

Qualifications

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 to start.
• 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.
• 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.
• 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, network connectivity (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 (evenings, overnight, weekends, and holidays) if assigned to the extended-hours team.
• Excellent written and verbal communication skills and the ability to explain technical issues clearly to non-technical users and leadership.

DESIRED SKILLS:

• HDI Support Center Analyst or Desktop Support Technician, 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.
• Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration for password resets and account unlocks.
• Experience writing knowledge articles and troubleshooting guides for both technicians and end users.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.

Pay Band Min

USD $60,780.00/Yr.

Pay Band Max

USD $91,170.00/Yr.