[Hiring] Knowledge Center Escalation Lead @Empower AI

Role Description

Empower AI is seeking a motivated Knowledge Center (KC) Escalation Lead to analyze and resolve support requests from the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). This is a primarily remote position with up to 10% travel involved.

• Analyze inbound external-user requests from various channels to determine application, nature, business impact, and Priority Level.
• Create complete, accurate tickets in the Government's ITSM system on the user's behalf.
• Determine resolution approach for common Tier I external-user issues using knowledge articles and documented procedures.
• Manage external-user communication through the email-based Customer-Confirmed Ticket Closure process.
• Safeguard sensitive user information in accordance with Privacy Act and CUI requirements.
• Analyze incoming incidents and service requests from internal users to determine nature, scope, and business impact.
• Independently assign appropriate Priority Level (PL1 through PL4) and category in the enterprise ITSM platform.
• Resolve account, access, connectivity, and application issues by applying correct diagnostic and remediation steps.
• Evaluate resolution actions before placing tickets in "Resolved - Awaiting Customer Confirmation" status.
• Assess the age and risk of items in the open ticket queue and take action to prevent tickets from breaching resolution SLAs.

Qualifications

• Bachelor's degree and 2 or more 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 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).
• Demonstrated ability to work independently and analyze problems.
• 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, and common peripherals.
• Familiarity with ticketing systems and service desk workflows.
• Strong customer service orientation and ability to communicate clearly with non-technical users.
• Ability to follow documented procedures precisely while handling a high volume of contacts.

Requirements

• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule.
• Willingness to work extended-hours shifts (evenings, overnight, weekends, and holidays) if assigned to the extended-hours team.
• Experience or demonstrated aptitude supporting external customers or the public through phone, email, and web channels.

Desired Skills

• HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification.
• Experience using ServiceNow or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves and with classified system handling procedures.
• Familiarity with customer experience (CX) measurement, including CSAT and Customer Effort Score (CES).
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.

Benefits

• Base salary range: USD $57,470.00/Yr. to USD $82,880.00/Yr.
• Comprehensive total compensation package.