Tier II Deskside Technician (Triage)

Empower AI Inc.•Remote,

6d•$57,470 - $82,880•Remote

About The Position

Empower AI is seeking a Tier II Deskside Technician (Triage) to join their team. This role focuses on AI for government, providing federal agency leaders with tools to transform their workforce. Headquartered in Reston, Va., Empower AI has a proven track record in Health, Defense, and Civilian missions, utilizing the Empower AI Platform® for sustainable transformation. The company is recognized as a 2024 Military Friendly Employer, highlighting its commitment to hiring and supporting military veterans.

Requirements

Active Secret security clearance at time of award.
Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to perform initial technical analysis, categorization, and routing of IT incidents without continuous direct supervision.
Ability to exercise discretion and independent judgment in routing decisions, in determining categorization and priority, and in identifying patterns warranting escalation to Problem Management.
Working knowledge of IT service management practices, ITIL incident and problem management, enterprise endpoint computing, common business applications, and J6 categorization frameworks.
Strong analytical and problem-solving skills with a demonstrated record of pattern recognition and routing accuracy in a high-volume IT triage environment.
Strong customer service orientation; ability to communicate clearly and patiently with users of varying technical fluency.
Ability to effectively prioritize and execute tasks across multiple concurrent triage decisions in a high-pressure environment.
Good written, oral, and interpersonal communication skills; ability to present information in user-friendly language and to author clear handoff documentation.
Ability to conduct research into PC and software issues and products as required.
Highly self-motivated and directed; capable of operating with minimal supervision in a remote work environment.
Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
Team-oriented and skilled in working within a collaborative remote environment.
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.
5 or more years of progressively responsible professional experience in IT incident triage, service desk operations, or IT systems analysis in roles requiring independent judgment and routing decision-making.
ITIL v4 Foundations certification.
CompTIA Security+ certification.

Nice To Haves

Prior experience supporting a DoD or J6 customer environment, including ITIL-based incident and problem management, ServiceNow administration, or high-volume IT triage operations.
CompTIA A+ certification.
HDI Support Center Analyst certification.

Responsibilities

Perform initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal.
Gather diagnostic information and exercise judgment in determining the nature of each request.
Categorize and prioritize tickets in accordance with J6 Impact and Priority Based Incident Categorization procedures.
Exercise judgment in applying impact and urgency criteria to observed symptoms and reported business impact.
Conduct basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams.
Select appropriate diagnostic approach based on initial assessment.
Route unresolved incidents and service requests to the appropriate deskside, remote support, or specialized teams.
Exercise judgment in determining which downstream queue is the correct destination based on diagnostic analysis.
Document all triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes.
Ensure documentation supports downstream technician acting without redundant rediscovery.
Monitor incoming ticket queues and ensure all new requests are triaged within defined response timeframes.
Reprioritize personal workload as queue volume shifts.
Communicate with end users to gather additional information needed for proper triage and routing.
Exercise judgment in determining what diagnostic information is required for accurate categorization.
Identify recurring issues or patterns during triage and escalate to the Problem Manager or team leads.
Apply analytical pattern-recognition judgment beyond per-incident handling.
Support queue hygiene by ensuring all routed tickets contain sufficient documentation for receiving technicians.
Exercise judgment in identifying tickets that require additional information before routing.
Participate in triage process reviews and suggest improvements to routing procedures and categorization schemas.
Contribute analytical recommendations to process working groups.