Remote Knowledge Center Tier I Agent — Government IT Support

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

Job summary

Empower AI, a remote‑first government IT services provider, seeks a Knowledge Center Tier I Agent to analyze and resolve support requests for DoD agency applications. You will manage external tickets via ITSM, resolve Tier I issues, and decide on escalations while safeguarding data under Privacy Act and CUI rules.

This is a primarily remote role with up to 10% travel, requiring US citizenship and active clearance eligibility if needed.

Qualifications

• Bachelor's degree and at least 3 years in an enterprise IT service desk, help desk, or desktop support
• Must be a U.S. Citizen and able to obtain TS/SCI eligibility if required
• Current DoD 8570/8140 IAT Level I baseline certs (e.g., Security+ or CCNA) preferred
• Excellent written and verbal communication; ability to explain tech to non-tech users

Responsibilities

• Analyze inbound external-user requests to determine application, impact, and priority
• Create and manage tickets in the Government ITSM system on users’ behalf
• Resolve Tier I issues (accounts, access, navigation, common errors) and escalate as needed
• Maintain ticket closure quality according to Customer-Confirmed Ticket Closure process
• Coach junior analysts and review resolutions for accuracy and efficiency

Skills

Customer support

Analytical thinking

Communication skills

Team collaboration

Education

Bachelor's degree

Tools

ServiceNow

ITSM platform

Active Directory

Job description

Empower AI, a remote‑first government IT services provider, seeks a Knowledge Center Tier I Agent to analyze and resolve support requests for DoD agency applications. You will manage external tickets via ITSM, resolve Tier I issues, and decide on escalations while safeguarding data under Privacy Act and CUI rules.

This is a primarily remote role with up to 10% travel, requiring US citizenship and active clearance eligibility if needed.