Deflection Content Analyst (Tier 0) - AI-Driven Service Desk

Empower AI; United States; Hybrid; USD 61,000 - 91,000; Full time

Job summary

Empower AI in Quantico, VA (hybrid with remote eligibility) is seeking a Tier 0 / Deflection Content Analyst to strengthen the self-service layer of the Department of War's IT service desk, analyzing logs and tuning Virtual Agent conversations.

You will own deflection performance, work with Knowledge Management and UX, handle Tier I issues, determine resolutions, and ensure high first-contact resolution in a high-volume federal environment.

Qualifications

• Bachelor's degree with 3+ years in enterprise IT service desk or related field.
• Active Secret Clearance to start; TS/SCI eligibility may be required later.
• Experience with ServiceNow or similar ITSM platforms and knowledge management.
• Strong troubleshooting, communication, and independent problem-solving skills.

Responsibilities

• Analyze Virtual Agent conversations and deflection opportunities to reduce Tier I workload.
• Design and tune self-service flows and knowledge content in coordination with teams.
• Measure deflection and support metrics; report trends for CX roadmap.
• Handle escalations, validate resolutions, and coach junior analysts.
• Diagnose Windows, MS 365, AD, network, and device issues on first contact.

Skills

Independent work

Communication skills

Troubleshooting

Problem solving

Team collaboration

Education

Bachelor's degree

Active Secret Clearance (required to start)

Tools

ServiceNow

ITSM platform

Knowledge management

Job description

Empower AI in Quantico, VA (hybrid with remote eligibility) is seeking a Tier 0 / Deflection Content Analyst to strengthen the self-service layer of the Department of War's IT service desk, analyzing logs and tuning Virtual Agent conversations.

You will own deflection performance, work with Knowledge Management and UX, handle Tier I issues, determine resolutions, and ensure high first-contact resolution in a high-volume federal environment.