KNOWLEDGE CENTER TIER I AGENT

Empower AI, a Reston-based company recognized as a 2024 Military Friendly Employer, seeks a Knowledge Center Tier I Agent to support federal agency partners through external user interactions with mission-critical systems like DISS, NISS, and NBIS. This remote role involves analyzing support requests from industry partners and users who cannot access internal systems via toll-free calls, email, web forms, or chatbots. The agent manually creates accurate tickets in the Government's ITSM system, resolves Tier I issues such as account access and navigation, and determines escalation paths for complex requests. Every ticket follows a customer-validated closure process, and the position requires independent judgment on technical and operational priorities. While primarily remote, the role may involve up to 10% travel for meetings or training. The employer emphasizes this salaried, FLSA-exempt position offers opportunities to contribute to workforce transformation in government sectors, aligning with Empower AI's mission to modernize federal operations. Candidates must independently assess request impact, document resolutions, and manage tickets from inception to closure without supervision for routine matters.

Source: Himalayas