End User Devices (EUD) Deskside Support Technician (COOP Specialist)

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.

Empower AI: As an End User Devices (EUD) Deskside Support Technician (COOP Specialist), you will act as a model of customer service excellence to all organizational staff members in supporting the DISA J6 user community. You will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician (COOP Specialist) is predicated on analytical and planning experience and using sound judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems.  In assuming this position, you will be a critical contributor to meeting Empower AI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

  Highlights of Responsibilities

• Provide expert technical support for system users within a COOP environment, ensuring minimal disruption to operations.
• Design, analyze, and maintain complex enterprise infrastructure systems to enhance efficiency and reliability.
• Troubleshoot and analyze infrastructure components to diagnose and resolve reported issues effectively.
• Organize and conduct training sessions for staff on new software applications and hardware usage, fostering a knowledgeable workforce.
• Diagnose and resolve network-related problems to ensure seamless connectivity and performance.
• Maintain accurate records of computer inventory and surplus equipment, ensuring proper asset management.
• Ensure desktop computers integrate seamlessly with various systems, enhancing user experience and productivity.
• Safeguard passwords, data integrity, and file system security within the computing environment.
• Champion and implement system upgrades to extend the lifespan and performance of technology assets.
• Identify and remediate hardware and network connectivity issues swiftly and efficiently.
• Provide support for the technical upgrading and maintenance of comprehensive desktop systems.
• Assist in the testing and deployment of new applications and systems, ensuring smooth transitions.
• Uphold a high standard of customer service, treating all users with professionalism and efficiency.
• Exhibit exceptional verbal communication skills, effectively engaging with technical and non-technical colleagues across all organizational levels.
• Resolve issues through thorough problem analysis, implementing both temporary and permanent solutions as needed.
• Accurately record, update, and document requests in the IT service desk system, along with other duties as assigned by management.

Required Education and Experience

• Bachelor’s Degree in IT related field or equivalent 
• Required Experience: 5 years or more of professional experience supporting PC hardware and software systems; demonstrated experience in a COOP environment is a plus.
• 8570 Level II Certification, Sec+ 
• ITILv4 Foundation minimum certification preferred. 

Qualifications

• Clearance Required: US Department of Defense (DOD) issued Top Secret Clearance w/SCI.
• Strong customer service orientation. 
• Proven analytical and problem-solving abilities. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 
• Good written, oral, and interpersonal communication skills. 
• Ability to present ideas in business-friendly and user-friendly language. 
• Highly self-motivated and directed. 
• Familiarity with ServiceNow ticketing system.
• Team-oriented and skilled in working within a collaborative environment. 

Physical Requirements

This position requires the ability to perform the below essential functions:

• Sitting for long periods.
• Standing for long periods.
• Ambulate throughout an office.
• Stoop, kneel, crouch, or crawl as required.
• Lift and carry weight up to 50 pounds repeatedly.