Hybrid Tier I Service Desk Analyst (Security-Cleared)

Empower AI; United States; Hybrid; USD 70.000 - 105.000; Vollzeit

Benefits dieser Stelle

Hybrid work arrangement

Travel up to 10%

Zusammenfassung

Empower AI in the United States seeks an experienced Tier I Service Desk Agent to analyze and resolve complex IT incidents, serving as escalation resource for a Department of War agency with ~13,000 users and external partners.

Role is hybrid, based in Quantico, VA (RKB) with remote work eligibility and up to 10% travel. Requires DoD/DoW IT experience, Secret clearance, and ServiceNow expertise.

Qualifikationen

• Bachelor's degree and 3 years related experience (additional 4 years may substitute for degree).
• Must be a U.S. Citizen with Active Secret Clearance at start; TS/SCI eligibility may be required.
• Must be within investigation scope and enrolled in Continuous Evaluation / Continuous Vetting.
• Must hold DoD 8570/8140 IAT Level I baseline certification prior to cybersecurity duties.
• Strong troubleshooting across Windows, Microsoft 365, AD, VPN, printers, mobile devices.
• Experience with an enterprise ITSM platform and knowledge management; FCR/SLA targets.

Aufgaben

• Analyze escalated Tier I incidents to determine root cause, impact, and resolution path.
• Set priorities (PL1-PL4) and decide resolution or escalation; coach junior analysts.
• Review resolutions, approve escalations, and improve troubleshooting methodologies.
• Ensure ticket closures meet process and quality standards; identify patterns for fixes.
• Monitor SLA risk and recommend queue rebalancing to prevent aged tickets.
• Contribute to knowledge base, SOPs, and Virtual Agent content; draft alerts.

Kenntnisse

Communication skills

Troubleshooting

ITIL knowledge

Security enclaves experience

DoD / Federal IT environments

Independent problem solving

Ausbildung

Bachelor's degree

Tools

ServiceNow

Jobbeschreibung

Empower AI in the United States seeks an experienced Tier I Service Desk Agent to analyze and resolve complex IT incidents, serving as escalation resource for a Department of War agency with ~13,000 users and external partners.

Role is hybrid, based in Quantico, VA (RKB) with remote work eligibility and up to 10% travel. Requires DoD/DoW IT experience, Secret clearance, and ServiceNow expertise.