EUD Desktop Support Technician (Intern)

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 the EUD Desktop Support Technician (Intern), you will exemplify outstanding customer service to all organizational staff members in your role as an intern. Working alongside a team of professionals, you will assist in providing end-user support for software, hardware, and network-related issues. Daily interactions with customers will help ensure productivity and facilitate the resolution of IT challenges they may encounter with their desktops, laptops, software installations, and other essential needs. As an intern, you will learn to apply Tier 2 diagnostic skills and sound judgment, utilizing established workflows and procedures to identify, research, and solve technical problems. Additionally, you will assist in documenting, tracking, and monitoring incidents and work orders to help ensure timely resolutions. 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: 

• Assist in documenting incidents with detailed break-fix steps and resolutions in the Service Now ticket tracking system.
• Deliver advanced customer service and support, embodying the organization's commitment to excellence.
• Communicate with high-profile customers in a professional and courteous manner, fostering positive relationships.
• Support the installation, upgrades, and configuration of customer-specific hardware and software under the guidance of senior technicians.
• Accept warm transfers from other technicians to continue remote support, enhancing your collaboration skills.
• Perform troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provide both remote and on-site troubleshooting for hardware and software support, gaining valuable technical expertise.
• Learn to troubleshoot and support Macintosh operating systems, Windows operating systems, advanced MS Office product issues, and other IT challenges.
• Assist in upgrading software components as required to keep systems current and secure.
• Provide customers with network technical support, learning about connectivity and network-related issues.
• Help instruct customers and support staff in the use of equipment and software, improving their operational efficiency.
• Develop the ability to complete multiple simultaneous projects in a timely manner, honing your organizational skills.
• Interface with infrastructure, Network Operations, database, and development personnel to gain a comprehensive understanding of IT operations.
• Perform other duties as requested within the scope of work, allowing you to explore various facets of IT support.

Requirements

• Clearance Required: US Department of Defense (DOD) issued Interim Secret Clearance
• Demonstrates a strong customer service orientation.
• Possesses proven analytical and problem-solving skills.
• Capable of effectively prioritizing and executing tasks in a fast-paced environment.
• Exhibits good written, verbal, and interpersonal communication abilities.
• Able to conduct research on PC and software issues and products as needed.
• Skilled at presenting ideas in a business-friendly and user-friendly manner.
• Highly self-motivated and proactive in completing tasks.
• Maintains keen attention to detail.
• Team-oriented and experienced in collaborating within a group setting.

Required Education and Experience:

• Required Experience: 0-5 years of professional experience supporting PC hardware and software systems.
• Minimum Required Education: High School Diploma or GED
• Certification: CompTIA Security+.

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.