VIP Technical Support Communication 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 a VIP Techinical Support Communication Specialist, you will act as a model of customer service excellence to all organizational staff members in supporting the J6 user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with senior VIP customers 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 VIP Support Communication Specialist documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. In assuming this position, you will be a critical contributor to meeting Empower AI's mission to fundamentally improve how the government conducts business and help its leaders achieve their missions by realizing the promise of AI. 

Highlights of Responsibilities: 

• Provide technical support to J6 VIP customers.
• Answer incoming calls.
• Acknowledge incoming emails.
• Creation of tickets in SNOW from calls and emails received.
• Monitor VIP SNOW queues.
• Maintain VIP Support main entrance for walk-ins/appointments.
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve VIP customer issues effectively or escalate them to appropriate support tiers.
• Escalate work stoppages to on-site leadership
• Complete and provide regular metrics reports.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Position schedule is 10 a.m. to 6 p.m., fulltime telework. 

Requirements:

• Clearance Required: US Department of Defense (DOD) issued Secret Clearance.
• Strong customer service orientation -- professionalism is key with our J6 VIP customer.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience: 

• Required Experience: 6 months to 5 years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelor’s degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE.
• Certification: CompTIA Security+, HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities
• ITILv4 Foundation minimum certification preferred.
• Knowledge of SNOW and CIC software.

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.