VIP Support Technician (Tier II)

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 2022 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: A VIP Support Specialist (Tier II), is responsible for ensuring an outstanding level of customer service by providing direct Tier II Customer Service Center support to the JSP VIP user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. 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:

• Face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices
• Providing IT customer technical support on Microsoft operating systems and network services.
• Configuring Microsoft Office user settings, as required
• Overseeing JSP Move, Add, Change (MAC) VIP requests
• Acting as a liaison between end-users and JSP support.
• Management of JSP VIP assets, peripherals and user accounts
• Installing and configuring software included in the JSP Core Build, as well as software not included in the JSP Core Build
• Tracking, diagnosing, and coordinating help desk support for, and assisting in resolution of, JSP user technical problems
• Providing configuration management support for mobile devices
• Perform on-call support on a rotational basis for VIPs after hours
• Perform residential visits for home kit installations
• Perform travel support aboard aircrafts for equipment setup

Requirements:

• Clearance (required at performance start date): TS/SCI
• Bachelor's degree with 4 years of relevant experience
• Experience in a Help Desk/Service Desk environment
• Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Preferred Education and Experience:

• HDI Desktop Support Technician
• ITIL Foundation Certification
• Familiar with Joint Service Provider (JSP) Pentagon JSP VIP workstation environment and processes
• Working knowledge of Microsoft Products.
• Strong problem solving, priority setting, and collaboration skills
• Ability to communicate and explain issues to other teams
• Proficient in resolving Microsoft Office issues, DoD Information Assurance and Computer Network Defense policies and directives, and/or DISA Common Operating Environment

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

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.