AGM Tier I & Tier II Systems Engineer - Intermediate

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 an AGM Tier I & Tier II Systems Engineer, you will provide services in support of the Army Network Enterprise Technology Command (NETCOM) on the Army Department of Defense Information Network (DoDIN-A) Cybersecurity and Network Operations Mission Support (ADCNOMS) contract. AGM is the Army Standard Software Baseline Configuration (SSBC) Program which currently produces the Army Golden Master (AGM), the mandatory software baseline configuration for the Army. You will provide help desk, incident, and problem management services to the AGM general user community.

Highlights of Responsibilities:

• Provide Tier-I AGM support desk service.
• Provide Tier-I and Tier-II first-line support for incident, problem and event management processes.
• Use established Government guidelines, tools, and reporting procedures in all instances which encompass incident and problem management.
• Monitor capability incident queues, respond to > 95% of new incidents in accordance with minimum response times as established in NETCOM incident management policy, and resolve > 95% of incidents in accordance with Service Level Targets as established in NETCOM incident management policy.
• Generate monthly standardized reports of incident and problem management KPIs.
• Provide weekly in-depth discussions by capability on incident management performance utilizing Government provided dashboards. Deep dives should be performed in conjunction with the Project management Interim Progress Report (IPR) deliverable.
• Document all known errors, problems, and solutions discovered in the process of executing break/fix operations.
• Develop mitigation plans when incident management trends reveal deficiencies in break/fix support performance or procedures.
• Utilize Government provided dashboards and reports to ensure resolution times fall within established Government service level targets.
• Draft technical guidance outlining step-by-step remediation procedures as illuminated through break/fix actions.
• Develop an After-Action Report (AAR) using the Government template to document significant outages, events, or activities impacting supported capabilities and services.

Minimum Requirements:

• Secret Security Clearance
• Bachelor’s degree
• 4 – 9 years of experience
• Intermediate experience with Operations center/call center or technical helpdesk
• Intermediate experience with Operations center/call center or technical helpdesk
• Intermediate understanding and experience with Microsoft and mobile operating systems.
• Intermediate understanding and experience with commonly used application installation packaging tools and processes including tools such as Microsoft Installer (.msi), Advanced Installer, Visual Studio, that are compatible with Microsoft MCM deployments.
• Intermediate understanding and experience in integration, packaging and installation of various applications including but applications such as .exe, .bat, and .msi.
• Intermediate understanding and experience with integration, implementation and deployment of virtualized desktop operating systems and applications.
• Intermediate understanding and experience in securing operating systems and applications, including mobile Office automation platforms.

Preferred Qualifications:

• DoD Cyber Workforce Framework (DCWF 632) Systems Developer Intermediate qualified (BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science or GCLD or GSEC or CSSLP) or equivalent certification
• ITIL v4 Foundations certification

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Travel by land or air transportation 10% or less

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.