Tier II Deskside Technician (Mid-level)

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 Tier II Deskside Technician (Mid-level) you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) as part of DISA’s Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract.  You will be responsible for providing Tier II deskside and remote support to J6 users across NIPRNet, SIPRNet, and higher classification networks, resolving hardware and software incidents, performing workstation imaging and deployment, and supporting security compliance activities including cyber vulnerability remediation and standalone patching.

Highlights of Responsibilities:

• Performs Tier II deskside computer workstation services across NIPRNet, SIPRNet, and higher classification networks, providing hardware and software installation, configuration, and repair/maintenance support.
• Requests, receives, images, and prepares workstations with current OS, premium-load, and user-unique software at Government-furnished dedicated imaging locations; tracks issuance of end-user devices and resolves hardware/software conflicts.
• Utilizes DameWare remote access tools to aid in resolution of customer incidents, software installation, and workstation re-imaging; manually installs software when electronic distribution methods are not viable.
• Performs CAC and SIPRNet PKI token PIN resets during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provides after-hours CAC and SIPRNet PKI token PIN reset support at the Pentagon.
• Serves as Trusted Agent (TA) to receive Joint Staff customer requests for SIPRNet PKI tokens, processes requests to the Registration Authority for token creation, and coordinates delivery to end-users (approximately 200 token-related tickets per month).
• Manages MFA physical security token inventory including 100 YubiKey security tokens; provides user instruction on Government-approved MFA and 2FA physical security tokens; submits monthly MFA Security Token Inventory report.
• Performs cyber vulnerability remediation on a minimum of 15 of the most vulnerable computers per network per week, 95% of the time; coordinates with J6 Cyber Security teams; submits weekly Cyber Vulnerability Remediation Report.
• Performs manual software patching on approximately 150 standalone (non-networked) computers; publishes patching schedules and submits monthly Standalone Patching Compliance Report.
• Preserves and restores customer data via backup when performing operations that risk data loss; ensures DAR application verification and compliant device security configurations on all required systems.
• Submits digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; maintains bench stock equipment and reports anticipated shortfalls to Government leadership via weekly Equipment on Hand Report.

Requirements:

• Shall possess at the time of award a TS/SCI security 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.

Education and Experience: 

• Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
• Required Experience: 5 or more years of professional experience supporting a similar role.
• Experience supporting a DoD or J6 customer is a plus.
• Certification:
  • ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician
• Preferred:
  • CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect certification

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 weights 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.