Address
SalaryOverview:
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
Responsibilities:
Highlights of Responsibilities:
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
As a Triage Support Center Technician, you will play a crucial role in managing and prioritizing incoming requests, incidents, and issues. Your primary responsibility will be to assess the urgency and impact of each request and ensure that they are appropriately categorized and directed to the relevant teams for resolution. You will also contact customers to schedule appointments for EUD technicians and update the tickets as needed with timely and effective responses to minimize downtime and disruptions.
Highlights of Responsibilities:
- Assess incoming requests, incidents, and issues to determine their urgency, impact, and appropriate handling. Prioritize tasks based on severity and business impact.
- Check tickets for incomplete items (missing asset #, location, etc.), incomplete summaries, or insufficient documentation. Complete required ticket updates and work documentation.
- Update, and manage tickets in the service desk system. Ensure accurate and detailed documentation of all interactions and resolutions.
- Escalate complex problems to the appropriate support teams
- Maintain clear and professional communication with end-users, stakeholders, and internal teams. Keep stakeholders informed about the status of their requests and incidents.
- Coordinate with customers to schedule appointments with Tier 2 technicians for assistance using the scheduling tool. This involves considering technician availability, customer preferences, and urgency of the issue.
- Adjust and reschedule appointments as needed, considering factors such as technician availability, delays, or emergencies. This includes moving appointments if a technician is out of the office or running behind schedule.
Requirements:
- Clearance (required at performance start date): active Secret security clearance
- High School degree
- 0-5 years IT experience
- Excellent customer service skills and the ability to work with all levels within the organization
- Good written, oral, and interpersonal communication skills
- Ability to work in a fast paced and changing environment
Preferred Education and Experience:
- ITIL v4 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
- Hands-on experience working with BMC Remedy and ServiceNow ticket systems
- Vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
- Experience supporting PC hardware and software systems
- Prior work experience in a fast-paced DoD environment
Physical Requirements:
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.
