Center Tier I Agent; Junior

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.

Description

Empower AI is seeking a motivated Knowledge Center Tier I Agent (Junior) to analyze and resolve support requests from the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the Knowledge Center by toll-free phone, support email, public web form, and public chatbot; the agent determines what the user needs and how urgent it is, creates and manages the ticket on the user's behalf, resolves common account, access, and navigation issues using documented procedures, and decides when to elevate.

Every ticket follows the email-based Customer-Confirmed Ticket Closure process. This is a primarily remote position and an excellent entry point into Federal IT customer support. 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 ROLE WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• 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., Service Now).
• 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…