TIER I SERVICE DESK AGENT (JUNIOR) with Security Clearance

Description Empower AI is seeking a motivated Tier I Service Desk Agent (Junior) to analyze and resolve IT incidents and service requests as a Tier I analyst on an enterprise IT Service Desk supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. Users reach the Service Desk when the AI-driven Tier 0 self-service portal and chatbot have not resolved their issue, so the analyst's core work is judgment: determining what is actually wrong, how much …

Our customer service team is the face of our company. You will be the first point of contact for our users, ensuring they have a seamless and positive experience. We are looking for people who are passionate about helping others and solving problems.

Requirements

• Excellent verbal and written communication skills.
• Empathy and patience when dealing with complex customer inquiries.
• Ability to handle high-pressure situations with a professional attitude.
• Strong problem-solving skills and ability to think on your feet.
• Proficiency in CRM software and helpdesk tools (Zendesk, Salesforce).
• Previous experience in a customer-facing role is highly desirable.