EUD 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.

Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) 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 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 is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.   

Highlights of Responsibilities:  

• Documents Incident with detailed break-fix steps and resolution in ServiceNow ticket tracking system. 
• Provides advanced Customer Service and Support. 
• Communicates with high profile customers in a professional and courteous manner. 
• Performs installs, upgrades, and configures customer-specific hardware and software. 
• Accepts warm transfers from other technicians to continue remote support. 
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware. 
• Provides remote and on-site troubleshooting for hardware and software support. 
• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues. 
• Upgrades software components as required. 
• Provides customers with network technical support. 
• Instructs customers and support staff in use of equipment and software. 
• Possesses the ability to complete multiple simultaneous projects in a timely manner. 
• Interfaces with infrastructure, Network Operations, database, and development personnel. 

Required Education and Experience

• Bachelor’s Degree in IT related field or equivalent 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.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.