Service Counter 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 Service Counter Technician (Day Shift), you will exemplify customer service excellence to all organizational staff while supporting the DISA J6 user community. You will be essential in delivering outstanding support and service to our customers. Your primary responsibilities will include managing peripheral pickups, troubleshooting laptop repair issues, and providing walk-in services to ensure that customer needs are met promptly and effectively. The ideal candidate will demonstrate strong problem-solving abilities, a commitment to excellence, and the capability to excel in a fast-paced environment. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.  

Highlights of Responsibilities:

• Welcome clients and visitors with a professional demeanor, fostering a friendly environment for technical support and effectively managing interactions.
• Provide assistance to customers with laptop re-imaging, CAC PIN resets, and troubleshooting various technical issues while working under general supervision.
• Offer in-person technical support, ensuring clear communication and a prompt resolution of inquiries, while recognizing when to escalate issues appropriately.
• Help clients troubleshoot devices and software applications by applying foundational knowledge of the technical environment, demonstrating initiative in problem-solving.
• Assist customers with VPN connection issues, using diagnostic skills to identify and resolve problems efficiently while knowing when to seek further assistance.
• Conduct informative sessions for clients on the effective use of technical solutions, enhancing their user experience through proactive support.
• Keep accurate records of client interactions, technical configurations, and service requests, ensuring organized documentation with guidance as needed.
• Document incidents with clear break-fix steps and resolutions in the SNOW ticket tracking system, escalating to senior technical teams when appropriate.
• Work collaboratively with various teams, including Express Hardware, to manage coverage and ensure consistent service delivery while gaining experience in independent operations.
• Handle VIP calls and assist VIP walk-in customers during busy periods, providing attentive customer service and technical support while managing multiple tasks.
• Take on additional responsibilities as needed to support team efficiency and customer satisfaction, actively seeking opportunities for improvement.
• Adhere to an established shift schedule that encompasses a day, evening, night, or weekend shift, including holiday availability as needed. The Holiday Schedule is organized in advance to give ample notice of assigned shifts, ensuring consistent support and service for our customers.

Requirements

• Clearance Required: US Department of Defense (DOD) issued Secret.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• 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. 
• Excellent customer service abilities.
• Exceptional organizational and time management capabilities.
• Proficient in written, verbal, and interpersonal communication.
• Capacity to thrive in a fast-paced and dynamic environment.
• Experience with ticketing systems is essential; familiarity with ServiceNow is a plus.

Required Education and Experience: 

• Required Experience: 2 years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelors degree or equivalent
• 8570 Level II Certification: Security +
• ITILv4 Foundation minimum certification preferred.

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
• Repeatedly lift and carry weight up to 50 pounds 

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.