Deskside Support Technician (Tier 2)

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 End User Devices Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the DISA J6 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. 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: 

• Provide Tier 2 technical support for system users, including advanced troubleshooting for hardware and software issues, and remote and on-site support.
• Participate in designing, analyzing, and maintaining highly complex enterprise infrastructure environments.
• Respond promptly to customer inquiries, communicate professionally with high-profile customers, and collaborate with team members to resolve technical issues.
• Perform installs, upgrades, and configurations of customer-specific hardware and software, and upgrade software components as required.
• Utilize ITIL best practices to enhance and optimize the services provided to end users, and complete and provide regular Service Desk metrics reports.
• Document incidents with detailed break-fix steps and resolution in the Service Now ticket tracking system.
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Collaborate with management in assessing staff performance/reviews/changes.
• Oversee the management of Service Desk resources for optimal performance, and lead the professional and technical development of the team.
• Meet customer requirements for Service Desk performance, and provide network technical support.
• Instruct customers and support staff in the use of equipment and software.
• Possess the ability to handle multiple simultaneous projects in a timely manner, and collaborate with infrastructure, Network Operations, database, and development personnel.
• Perform other duties as requested within the scope of work.

Requirements

• Clearance Required: US Department of Defense (DOD) issued Secret Clearance
• 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 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.

Required Education and Experience: 

• Required Experience: 4 to 6 years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelor’s Degree in IT related field or equivalent related experience in lieu of degree 
• Certification: 8570 Level II Certification, Security+
• ITILv4 Foundation minimum certification preferred
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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.