Service-Desk-Agent, Help-Desk-Technician, IT-Support-Specialist Jobs

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

Description

Empower AI is seeking a motivated Tier I Service Desk Agent (Junior, Extended Hours) to analyze and resolve IT incidents and service requests as a Tier I analyst on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. Users reach the Service Desk when the AI-driven Tier 0 self-service portal and chatbot have not resolved their issue, so the analyst's core work is judgment: determining what is actually wrong, how much it matters to the mission, what priority it warrants, whether it can be resolved at Tier I or deflected to self-service, and when and where it must be escalated. The analyst also improves the system itself by identifying knowledge and automation gaps and drafting content that shifts work to Tier 0. Performance is measured on First Contact Resolution, SLA adherence, and customer experience scores. 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 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.
• Identify gaps and inaccuracies in knowledge articles and Virtual Agent (chatbot) content encountered during resolution and draft recommended new or revised content to improve Tier 0 deflection and First Contact Resolution.
• Draft plain-language situational awareness alerts that state impact, required user actions, and expected time to resolution for Government pre-approval, and recommend when an emerging pattern of contacts warrants an alert.
• Contribute observations on incident trends and escalation drivers to Proactive Problem Management, and support execution of customer satisfaction surveys and the collection of CSAT and Customer Effort Score data.

Qualifications

REQUIREMENTS:

• 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.
• 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.
• 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.
• Ability to work a fixed or rotating extended-hours schedule (weeknights 8:01 p.m. to 5:59 a.m. ET and/or weekends 12:00 a.m. to 11:59 p.m. ET), including Federal holidays; this position primarily works remotely.

DESIRED SKILLS:

• 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.

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.

Pay Band Min

Pay Band Max

Originally posted on Himalayas

Overview

JOB TITLE:

Service Desk Agent

CAYUSE COMPANY:

Cayuse Civil Services, LLC

LOCATION

Remote

SALARY:

$15.00-$16.00

EMPLOYEE TYPE:

Full-Time Hourly Non-Exempt

TRAVEL

No

RELOCATION

No

The Work

The Service Desk Agent delivers customer service solutions in adherence to service level agreements, ensuring alignment with company and project quality and performance standards. This role involves providing timely, dependable, and precise information to customers while fostering clear and effective communication.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer .
• Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
• Provide assistance and information to the customer in a prompt manner.
• Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters.
• Mobile telephony and device support.
• Video Conference Unit Troubleshooting.
• IP Telephony setup and support.
• Creation of end user accounts and setting permissions.
• Provide end user device management and support, including desktops, laptops, and PDAs.
• Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
• Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
• Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
• Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
• Monitor and report on performance of IT systems and services.
• Understand and respond to others’ using active listening skills and tactful communication.
• Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
• Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
• Ensures customer satisfaction through follow-up and special efforts.
• Resolve issues following the parameters and guidelines of the client.
• Identify potential system problems and escalate to department contact for resolution.
• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Assist new employees with training through shadowing opportunities and explanation of work process.

• Other duties as assigned.

Qualifications

Here’s What You Need

• High school diploma or GED required.
• Experience preferred Service Desk or Customer Service experience.
• Two (2) to five (5) years of experience in computer systems, customer support or IT support.
• Experience with ServiceNow IT Service Management System.
• Customer service experience and strong focus on customer satisfaction.
• Call center experience.
• Experience in a technology support organization.

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Strong ability to speak with clarity and articulation.

• Strong communication skills; both verbal and written.
• High degree of comprehension of the issues presented by customers.
• High degree of problem solving Internal/External Relationships.
• Apply discretion resulting in appropriate/desired resolutions.
• Ability to analyze issues and determine root causes and identify appropriate solutions.
• Ability to connect and build relationships with customers via virtual methods, phone, and email.
• Ability to independently solve problems.
• Effective listening skills including the cognitive ability to locate and convey requested information.
• The ability to successfully handle customer requests and documents in work management tools and applications.
• Willingness to take initiative with attention to detail.
• Proactive and flexible.
• Must have a positive attitude.
• Tolerance to deal with difficult customers and stressful situations.
• Fluidity to work well in teams as well as independently.
• Ability to take phone contacts and answer emails simultaneously.
• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents.
• Sound analytic and cognitive ability to troubleshoot technical problems.
• Speaks with clarity, articulation, and is aware of own non-verbal communication.
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress.
• Demonstrate ability to learn quickly and thrive in a high-energy team environment.
• Must be able to work independently, as well as with a team.
• Ability to function in a diverse work environment.

• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Desired Qualifications:

• Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program.
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter).
• Short-Term and Long-Term Disability options.
• Basic Life and AD&D Insurance (Company Provided).
• Voluntary Life and AD&D options.
• 401(k) Retirement Savings Plan with matching after one year.
• Paid Time Off.

Reports to: IT Service Supervisor

Working Conditions

• Professional remote office environment.
• Ability to work nights and weekends (M-F 8AM-4:30PM EST training schedule)
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Originally posted on Himalayas