Empower AI

Call Center Representative

• Maintain contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance.
• Develop Standard Operating Procedures (SOPs) as they relate to Knowledge Management.
• Develop knowledge training programs for staff on how to use the KM IT Tool.

Contact Center Knowledge Manager

Medical Reviewer

• Provide operational support to the Medical Review Manager and the Medical Review Staff in managing production related to claims determinations and review
• Serve as a critical component in meeting our mission of providing excellent services to our clients
• Review and analyze sampled Medicare claims using associated medical records
• Make payment determinations based on coverage, coding, utilization of services and practice guidelines
• Perform third-level Medical Review in determination of claims payment review
• Conduct in-depth claims analysis utilizing ICD-9-CM, ICD-10-CM, CPT-4, and HCPCS Level II coding principles
• Conducts medical record audits to determine the medical necessity and/or appropriateness of medical treatment using CMS and other national guidelines
• Assist with training to integral staff for special studies as well as regular project claims review

Medical Reviewer V

Customer Support

• Contact and communicate with providers to obtain required medical record documentation in an expeditious manner
• Serve as a critical component in meeting our mission of providing excellent services to our clients
• Requests records and information from providers
• Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
• Analyzes provider questions to determine best use of resources to resolve the situation
• Serves as liaison between the providers and the various departments or team members in response to inquiries
• Professionally responds to all written inquiries (letter, e-fax, e-mail)
• Processes rejected records that do not meet initial inspection criteria and contacts providers to resubmit legible copies
• Assists providers in identifying what is being requested and answers their inquiries
• Processes and verifies received records through provider communication indicating when invalid documentation is replaced or ready for assignment
• Maintains competency and attends required education and training programs
• Complies with all departmental protocols, policies and procedures
• Performs other duties as assigned by Call Center Manager/ Medical Records Supervisor

Customer Service Representative

Support Engineer

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.
• Document all issues and generate incident tickets, detailing common issues or error trends.
• Work with end users, resolving their software and hardware issues in an efficient manner.
• Interacts daily with customers to ensure productivity; provides individual feedback.
• Responsible for scheduling and coordinating all training activities.
• Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Desktop Support Technician II – Virtual Service Tech

• Performs a variety of clerical and administrative duties pertinent to Help Desk
• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity
• Document all issues and generate incident tickets, detailing common issues or error trends.
• Provides personal computer support, problem analysis, and hardware/software installation and configuration
• Work with end users, resolving their software and hardware issues in an efficient manner.
• Interacts daily with customers to ensure productivity; provides individual feedback
• Responsible for scheduling and coordinating all training activities
• Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
• Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar
• Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users.
• Monitors team productivity and quality; provides individual feedback
• Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox
• Maintains and verifies daily statistics; generates daily statistical reports
• Maintains an audit trail and statistical records of all problems and conditions reported by the client
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Desktop Support Technician I – Virtual Service Tech

Events

• Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches
• Conduct the daily 8:30 Operations call with Key GSA stakeholders and vendors on Thursday and Fridays
• Proactively monitoring the GSA infrastructure using SolarWinds and other tools
• Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue
• Document all work in our ITSM system (ServiceNow)
• Coordinate with staff onsite to resolve network and outer IT issues
• Basic network and server configuration assistance
• Responds to complex technical control facility hardware and software problems
• Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance
• Monitors and responds to hardware, software, and network related problems
• Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals)
• Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance
• Troubleshoots network systems
• Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems
• Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations.

Event Monitoring Services Engineer

Analytics Engineer

• Proactively monitors adherence to service level agreements (SLAs) using ServiceNow dashboards and performance reports, escalating deviations to program leadership.
• Drives continuous service improvement by conducting in-depth analysis of service desk performance metrics and delivering data-driven corrective action recommendations.
• Performs high-level systems analysis, evaluation, design, integration, documentation, and implementation of very complex applications requiring thorough knowledge of administrative and technical skills.
• Participates in all phases of system development with emphasis on planning, analysis, evaluation, integration, testing, and acceptance phases (IV&V and DT&E).
• Applies higher-level business or technical principles and methods to very difficult technical problems to arrive at automated engineering solutions.
• Designs, analyzes, and maintains highly complex enterprise infrastructure environments to support J6 service delivery operations.
• Develops performance measurements including goals, metrics, and reports utilizing the current service desk platform; facilitates a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered.
• Develops and provides regular Service Desk metrics reports to program leadership and Government stakeholders.
• Manages the implementation of an enterprise knowledge base and knowledge management best practices to ensure consistent, high-quality service delivery.
• Collaborates with IT support teams and section leads to design and implement continuous service improvement initiatives aligned with J6 mission objectives.
• Ensures J6 customer requirements for Service Desk performance are met consistently and in alignment with contractual obligations.
• Analyzes tickets, calls, emails, and web chat interactions to provide Interaction and Ticket Trend Reports, characterizing the nature and volume of change in call and ticket volume and handling time.
• Generates ad hoc and repeatable Interaction and Ticket Forecast Reports using supporting tools including Active Directory accounts, Asset Reports, and Mobile Device Usage Reports.
• Provides business and data visualization dashboards in graphical format to inform Government leadership regarding patterns, trends, and correlations, enabling data-driven decision-making.
• Forecasts future interaction volumes, handle times, staffing requirements, and schedules to ensure adequate J6 Service Desk coverage and performance.

Performance Management Analytics Engineer

Communications

• Independently develops and disseminates communications messaging to VIP users and supported organizations regarding J6 IT service updates, planned outages, authorized service interruptions, and IT project schedules
• Immediately communicates system outages to appropriate Government POCs and VIP users using Government-provided tools
• Independently coordinates VIP outreach communications in support of the VIP Support Division
• Monitors calls using Interactive Client software and customer emails to the VIP mailbox
• Monitors VIP ticket trends to independently identify communication opportunities that can reduce recurring VIP incidents through proactive messaging
• Prepares reports and briefings for VIP Support leadership on communications activities, engagement metrics, and user feedback
• Coordinates with the J6 CE Division on enterprise-wide communications affecting VIP users
• Provides support answering VIP calls in the Interactive Client software and responding to customer requests in the VIP team mailbox

VIP Communications Specialist

• The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users
• Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools
• Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting
• Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues
• Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting
• Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction

Support Technician, Mid-level

Business Intelligence Analyst

• Analyzes mobile device service data from ServiceNow and MDM platforms to generate performance reports and trend analyses.
• Produces regular reporting on mobile program metrics including device inventory, activation rates, ticket volumes, SLA compliance, and data usage.
• Supports QA activities for mobile support operations, reviewing ticket quality, process adherence, and customer satisfaction data.
• Coordinates with carrier representatives to obtain billing data, usage reports, and account summaries.
• Maintains mobile device inventory records and reconciles MDM inventory against DPAS asset records.
• Identifies trends and anomalies in mobile usage data and escalates findings to the Mobile Wireless Manager.
• Develops and maintains reporting templates and dashboards for mobile program leadership.
• Supports monthly, quarterly, and annual mobile program reviews with data analysis and presentation support.
• Assists with cost modeling and spend analysis for mobile services.
• Documents mobile reporting procedures and maintains data dictionaries for mobile program metrics.

Mobile Services Reporting Analyst

• Provide technical assistance to computer users by answering questions to resolve computer problems for the end user.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
• Attend all scheduled appointments with users to assist with data transfers.

Desktop Support Technician I

Program Manager

• Serve as the senior program management lead supporting a reimbursable IT managed services organization.
• Oversee planning, execution, and delivery of complex IT service programs across Army Enterprise Data Centers (AEDCs).
• Lead all phases of program management — planning, execution, monitoring, control, and closeout — for IT services and support programs.
• Serve as the primary point of contact for government customers including PEOs, PMOs, and senior Army leadership.
• Develop and manage program plans, schedules, risk registers, issue logs, and performance metrics.
• Oversee acquisition planning, contract administration, and procurement activities supporting IT services delivery.
• Coordinate with engineering, cybersecurity, cloud operations, and logistics teams to ensure integrated, mission-aligned service delivery.
• Manage contractor and government personnel performance, staffing, and resource allocation across program work streams.

Program Manager – Army Data Center Operations

• Manage and enhance IT service desk operations.
• Ensure timely resolution of technical issues with a customer-centric service culture.
• Lead a team of support professionals and drive continuous improvement.
• Oversee queue management and escalation management.
• Support vulnerability mitigation for end users.