Operations Service Requester (OSR&BCTF) Desktop 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 a Boards, Commissions, and Task Force (BCTF)/Operations Service Request (OSR) Desktop Technician you will play an active role in working with the OSR Manager and Project Managers to perform and complete small-scale to large-scale assigned projects in support of BCTFs and OSRs. In this position, you will be responsible for setting up computer desktop, laptops, monitors, peripherals and troubleshooting initial connection issues to ensure equipment is installed correctly and functions efficiently. This is an onsite position. You will work directly with other groups to ensure that projects are coordinated and completed within agreed-upon due dates. 

Highlights of Responsibilities:   

• Set up and break down computer hardware including desktops, laptops, monitors and peripherals
• Conduct site surveys including testing port activity and collecting wall plate information, MAC addresses, as well as collection of asset information
• Perform troubleshooting methods to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Image, configure and test desktops and laptops before deployments
• Utilize an Inventory Management System to manage maintenance and usage of assets in the organization as needed
• Communicate with customers in a professional and courteous manner
• Work as a team to complete project tasks to complete large-scale and small-scale projects
• Diagnose potential network or workstation connectivity issues and coordinate amongst team and with other internal agency departments to share information and resolve issues
• Assist with and prepare the development of project schedules for all projects and offering technical input to Project Managers for planning purposes
• Provide regular project updates and status reports on all on-going activities
• Willing and able to utilize own vehicle and Pentagon shuttles to travel throughout the National Capitol Region to support projects

Requirements:

• Bachelor’s Degree in IT related field or equivalent.
• Required Experience: 2-4 years of professional experience supporting PC hardware and software systems. 
• 8570 Level II Certification, Sec+ 
• ITILv4 Foundation minimum certification preferred.
• 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 preferred.
• 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; May include long walk to location
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 50 pounds

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.