Tier I Service Desk Agent

Empower AI is seeking an experienced Tier I Service Desk Agent to analyze and resolve complex IT incidents and service requests for a Department of War agency. This hybrid role based in Quantico, VA, involves serving as a decision and escalation resource within Tier I, supporting approximately 13,000 internal users and external industry partners across multiple security enclaves. The position requires independent analysis, exercising delegated administrative authority, and ensuring adherence to SLA and XLA standards.