[Hiring] Tier II Deskside Technician @Empower AI

Role Description

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to perform initial technical analysis of incoming IT incidents and service requests, including:

• Diagnostic gathering
• Basic Tier I troubleshooting at first contact
• Categorization and prioritization under the J6 framework
• Pattern analysis
• Routing across downstream support teams

The candidate exercises discretion and independent judgment in routing decisions, determining categorization and priority based on observed symptoms and operational impact, and identifying recurring patterns warranting escalation to the Problem Manager.

• Independently performs initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal.
• Gathers diagnostic information and exercises judgment in determining the nature of each request.
• Independently categorizes and prioritizes tickets in accordance with J6 Impact and Priority Based Incident Categorization procedures.
• Conducts basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams.
• Independently routes unresolved incidents and service requests to the appropriate deskside, remote support, or specialized teams.
• Documents all triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes.
• Monitors incoming ticket queues and ensures all new requests are triaged within defined response timeframes.
• Communicates with end users to gather additional information needed for proper triage and routing.
• Independently identifies recurring issues or patterns during triage and escalates to the Problem Manager or team leads.
• Supports queue hygiene by ensuring all routed tickets contain sufficient documentation for receiving technicians.
• Participates in triage process reviews and suggests improvements to routing procedures and categorization schemas.

Qualifications

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge.
• Ability to exercise discretion and independent judgment in routing decisions.
• Working knowledge of IT service management practices, ITIL incident and problem management.
• Strong analytical and problem-solving skills.
• Strong customer service orientation.
• Ability to effectively prioritize and execute tasks across multiple concurrent triage decisions.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products.
• Highly self-motivated and directed.
• Keen attention to detail and rigorous documentation standards.
• Team-oriented and skilled in working within a collaborative remote environment.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification and directly relevant professional experience.
• 5 or more years of progressively responsible professional experience in IT incident triage, service desk operations, or IT systems analysis.

Benefits

• Recognized as a 2024 Military Friendly Employer by Viqtory.

Physical Requirements

• Ability to sit and stand for extended periods in a professional office environment.
• Ability to ambulate throughout office buildings and supported facilities.
• Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces.
• Ability to repeatedly lift and carry equipment up to 50 pounds.