Tier II Deskside Technician (Triage)

Overview

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.
Responsibilities

Primary Duty – Incident Triage, Pattern Analysis, and Routing Judgment

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to perform initial technical analysis of incoming IT incidents and service requests, including diagnostic gathering, basic Tier I troubleshooting at first contact, categorization and prioritization under the J6 framework, pattern analysis, and routing across downstream support teams. The candidate exercises discretion and independent judgment in routing decisions, in determining categorization and priority based on observed symptoms and operational impact, and in identifying recurring patterns warranting escalation to the Problem Manager — operating remotely and without continuous direct supervision on individual triage decisions.

- Independently performs initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal; gathers diagnostic information and exercises judgment in determining the nature of each request.

- Independently categorizes and prioritizes tickets in accordance with J6 Impact and Priority Based Incident Categorization procedures; exercises judgment in applying impact and urgency criteria to observed symptoms and reported business impact.

- Conducts basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams; selects appropriate diagnostic approach based on initial assessment.

- Independently routes unresolved incidents and service requests to the appropriate deskside, remote support, or specialized teams; exercises judgment in determining which downstream queue is the correct destination based on diagnostic analysis.

- Documents all triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes; ensures documentation supports downstream technician acting without redundant rediscovery.

- Monitors incoming ticket queues and exercises judgment in ensuring all new requests are triaged within defined response timeframes, including reprioritizing personal workload as queue volume shifts.

- Communicates with end users to gather additional information needed for proper triage and routing; exercises judgment in determining what diagnostic information is required for accurate categorization.

- Independently identifies recurring issues or patterns during triage and escalates to the Problem Manager or team leads; applies analytical pattern-recognition judgment beyond per-incident handling.

- Supports queue hygiene by ensuring all routed tickets contain sufficient documentation for receiving technicians; exercises judgment in identifying tickets that require additional information before routing.

- Participates in triage process reviews and suggests improvements to routing procedures and categorization schemas; contributes analytical recommendations to process working groups.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in