DSCA EUD Dedicated Deskside Support Technician

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.

As an DSCA EUD Dedicated Deskside Support Technician you will provide comprehensive support to our DSCA customer, assisting them with software, hardware, and network-related issues. You will have daily interactions with the customer, ensuring their productivity and resolving any IT problems they may encounter with their desktops, laptops, software installations, and other critical needs. You will also rely on your Tier 2 diagnostic experience and judgment to identify, research, and resolve technical problems; follow established workflow procedures and instructions to ensure efficient problem-solving. Additionally, you will be responsible for documenting incidents and resolutions in the Service Now ticket tracking system, tracking and monitoring incidents and work orders, and ensuring timely resolutions.

  Highlights of Responsibilities: 

• Document incidents with detailed break-fix steps and resolutions in the Service Now ticket tracking system.
• Provide advanced customer service and support.
• Communicate with high-profile customers in a professional and courteous manner.
• Perform installations, upgrades, and configurations of customer-specific hardware and software.
• Conduct advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provide remote and on-site troubleshooting for hardware and software support.
• Troubleshoot and support Windows operating systems, advanced MS Office product issues, and other IT issues.
• Upgrade software components as required.
• Provide customers with network technical support.
• Instruct customers and support staff in the use of equipment and software.
• Ability to handle multiple simultaneous projects in a timely manner.
• Collaborate with infrastructure, Network Operations, database, and development personnel.
• Perform other duties as requested by the DSCA customer within the scope of work.

Required Education and Experience

• Bachelor’s Degree in an IT related field or equivalent related experience 
• Required Experience: 4 - 6 years of professional experience supporting PC hardware and software systems. 
• 8570 Level II Certification, Sec+ 
• ITILv4 Foundation minimum certification preferred. 

Qualifications

• Clearance Required: US Department of Defense (DOD) issued Secret. 
• 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.