Desktop Support Technician I

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.

DIGIT is seeking a Desktop Support Technician to support onsite information technology needs for GSA users in the Regional Office Building.  This position will work as part of a team to troubleshoot hardware, communicate with GSA site POCs, facilitate fix actions and support request fulfillment.  

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Responsibilities:

• Performs a variety of clerical and administrative duties pertinent to on site support.
• Responds to trouble tickets to resolve user problems.
• Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
• Provides personal computer support problem analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides individual feedback. 
• Monitors team productivity and quality; provides individual feedback.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.

Requirements:

• Public Trust Clearance (Or ability to obtain)
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• High School Diploma or equivalent
• Minimum 0 - 5 years of work experience.
• At least one (1) year experience with Windows desktop support.
• At least two (2) years experience working knowledge of remote tools.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self discipline.
• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.

• Performs work that requires practical experience and training.
• Work is performed remotely under supervision.
• Contributes to deliverables and performance metrics.

Desired:

• Must be willing to work a variety of shifts, including holidays as scheduled.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory 

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

• Personnel are expected to ensure the protection of proprietary company and customer information consistent with the company’s expectations of information security.
• Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
• Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
• Sitting for long periods.
• Viewing computer screens for long periods of time.
• Travel may be required within a 50 mile radius.

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.