Junior IT Service Desk Analyst – Hybrid & Remote

Empower AI; United States; Hybrid; USD 57,000 - 83,000; Full time

Job summary

Empower AI seeks a Tier I Service Desk Agent (Junior) to analyze and resolve IT incidents on an enterprise desk supporting a Department of War agency. Hybrid role in Quantico, VA with remote eligibility and up to 10% travel.

Responsibilities include triaging incidents, applying fixes, and escalating where needed to Tier II/III while improving knowledge articles for Tier 0 deflection. Required are a bachelor’s degree or equivalent with 0+ years’ experience, U.S.

Qualifications

• Bachelor's degree or equivalent experience; substitution options listed in the requirements.
• U.S. citizenship is required.
• Active Secret Clearance to start (T3/T3R preferred).
• Willing to obtain TS/SCI eligibility if needed.
• DoD 8570/8140 IAT Level I baseline certification before cybersecurity duties.
• Ability to work independently with limited supervision.
• Experience in help desk, service desk, call center, desktop support, or customer tech support.
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, basic networking, and common peripherals.
• Familiarity with ticketing systems and escalation processes.
• Flexible shifts including evenings, weekends, and holidays.

Responsibilities

• Analyze incidents and service requests across channels to determine impact and priority.
• Decide resolution approach and escalation path (Tier I, Tier II, or Tier III).
• Resolve account, access, connectivity, and application issues with proper diagnostics.
• Document resolutions for knowledge reuse and quality control.
• Monitor open tickets and follow up to prevent SLA breaches.
• Identify gaps in knowledge articles and draft improvements for Tier 0 deflection.
• Draft plain-language alerts for incidents and provide time-to-resolution estimates.
• Support CSAT and CES data collection and contribute to problem management.

Skills

Help desk

Service desk

Desktop support

Customer support

Communication

Independent judgment

Education

Bachelor's degree

Associate's degree +2 years

4 years experience in lieu of degree

Tools

ServiceNow

Ticketing systems

Job description

Empower AI seeks a Tier I Service Desk Agent (Junior) to analyze and resolve IT incidents on an enterprise desk supporting a Department of War agency. Hybrid role in Quantico, VA with remote eligibility and up to 10% travel.

Responsibilities include triaging incidents, applying fixes, and escalating where needed to Tier II/III while improving knowledge articles for Tier 0 deflection. Required are a bachelor’s degree or equivalent with 0+ years’ experience, U.S.