Analyze and resolve escalated Tier II incidents remotely using administrative tools and credentials (remote control, remote registry and services, PowerShell, MECM client actions, Active Directory and Group Policy tools), performing in-depth diagnostics to determine root cause and the correct resolution. Responsibilities: Empower AI is seeking a Tier II Remote Resolution Specialist to resolve escalated Tier II incidents remotely for a Department of War agency with approximately 13,000 users at headquarters, regional, field, and remote locations, so that desk-side visits and field dispatches are reserved for issues that truly require hands-on work.