Desktop Support Technician III

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 the Desktop Support Technician III, you will provide phone, remote and desk-side technical support to the user community. 

Responsibilities:

• Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox/queues

• Utilize IT help desk ticket system to effectively prioritize and remediate issues and concerns

  • Responds to trouble tickets to resolve user problems;
  • Opens trouble tickets to track and resolve user problems 
• Provides phone, remote, and desk-side technical support to users in the areas of
  • e-mail, file access, standard MS Windows desktop applications, VPN access, and network connectivity
  • Provides  problem analysis, and hardware/software installation and configuration

  • Performs first level IT support of break/fix issues to resolve or escalate as needed

• Interface with associates to diagnose root cause and resolve issues in the most effective manner

• Interacts daily with customers to ensure productivity; provides individual feedback
• Setup new users within Windows environment per standard deployment check list

  • Capable of adding and removing workstations to the domain

  • Box and ship equipment to users as needed

    • Hardware failure and replacement parts

    • New user deployments 

• Participate or Lead new user training pertaining to E-Mail, network, mobile device policy 

• Deploy and repair equipment as needed, i.e.; monitors, tablets, scanners, etc.

• Install software applications that are outside of the standard deployment when required and approved by IT leadership

• Participate in IT strategy and peripheral continuous improvement projects
• Performs a variety of clerical and administrative duties pertinent to user base support

• Maintains an audit trail and records of all problems and conditions reported by the client(s)

• Assists in gathering information to respond to client questions and reported problems, as well as assisting groups, users, or individuals in locating and obtaining materials

• Apprises supervisor of progress of tasks; identifies problem areas and recommends solutions 

Minimum Requirements:

• High School Diploma or equivalent related experience
• 4 - 7 years experience

Required Skills:

• Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment.
• Experience with Microsoft Windows desktop Operating Systems (Windows 10/11)
• Experience with Microsoft Office365
• Installation of Network Printers
• Experience with remote assistance tools
• Experience with remote connection tools (VPN)
• Experience working with a ticketing system
• Familiarity with PC communication protocols (LAN/WAN/VPN)
• Demonstrated effective communication skills, both written & verbal
• Demonstrated experience with remote support operations
• Demonstrated experience with end user application support
• Demonstrated problem solving skills
• Proven excellent technical and analytical skills
• Detail oriented with the ability to work in fast-paced, team-oriented environment, illustrated by previous related professional level experience
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner

 Preferred Education and Experience:

• At least two (2) year experience providing Windows desktop support to remote users

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
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 0-10%

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.