Forward Deployed 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.

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Primary Duty – Forward Deployed Tier II Systems Analysis and Independent Judgment

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to perform Tier II deskside support at the forward-deployed Crystal City location, including diagnostic problem-solving across hardware, software, applications, and network connectivity domains. The candidate exercises discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams — operating at a geographically separated forward-deployed site without continuous on-site Tier III supervision.

• Independently delivers deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement; determines root cause and selects technically appropriate remediation without requiring supervisor direction on individual incidents.
• Resolves Tier II incidents in ServiceNow and independently performs on-site service calls in accordance with J6 procedures; exercises judgment in prioritizing concurrent calls across the forward-deployed user population.
• Applies technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues; independently selects diagnostic approach based on observed symptoms and system configuration.
• Documents all support activities, maintains accurate ticket records, and ensures all service requests are resolved within established SLA timeframes; ensures detailed break-fix steps and resolutions are captured in ServiceNow.
• Provides advanced customer service and support, communicating with high-profile customers in a professional and courteous manner; exercises judgment in adapting technical communication to the customer's role and operational context.
• Independently performs installations, upgrades, and configuration of customer-specific hardware and software; analyzes system requirements, identifies conflicts, and determines corrective configuration actions.
• Accepts warm transfers from other technicians to continue remote support seamlessly; exercises judgment in determining when an in-progress remote session requires on-site continuation.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware; provides remote and on-site troubleshooting depending on issue characteristics.
• Independently troubleshoots and supports Windows operating systems, advanced Microsoft Office product issues, and other enterprise IT issues; upgrades software components as required to maintain system currency and security compliance.
• Provides customers with network technical support; instructs customers and support staff in the use of equipment and software, exercising judgment in determining the appropriate scope and depth of instruction.
• Independently interfaces with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution; exercises judgment in determining the appropriate technical partner and framing the technical handoff.
• Manages multiple simultaneous projects and support requests in a timely manner; exercises judgment in balancing competing project and incident demands at the forward-deployed location.
• Maintains accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls, coordinating with asset management as required; applies specialized knowledge of DoD property accountability standards.
• Supports after-hours on-call rotations as required to ensure continuous deskside coverage for J6 users at the forward-deployed location.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.4 task requirements, the candidate is responsible for:

• Delivering deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement.
• Resolving Tier II incidents in ServiceNow and performing on-site service calls in accordance with J6 procedures.
• Applying technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues.
• Documenting all support activities, maintaining accurate ticket records, and ensuring all service requests are resolved within established SLA timeframes.
• Providing advanced customer service and support, communicating with high-profile customers in a professional and courteous manner.
• Performing installations, upgrades, and configuration of customer-specific hardware and software.
• Accepting warm transfers from other technicians to continue remote support seamlessly.
• Performing advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware.
• Troubleshooting and supporting Windows operating systems, advanced Microsoft Office product issues, and other IT issues.
• Upgrading software components as required to maintain system currency and security compliance.
• Providing customers with network technical support.
• Instructing customers and support staff in the use of equipment and software.
• Interfacing with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution.
• Managing multiple simultaneous projects and support requests in a timely manner.
• Maintaining accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls.
• Supporting after-hours on-call rotations as required to ensure continuous deskside coverage at the forward-deployed location.
• Identifies recurring patterns across imaging, deployment, and deskside support activity; contributes recommendations for SOP improvements, baseline configuration updates, and procedural refinements to J6 program leadership.

Requirements

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver Tier II deskside support at a forward-deployed location without continuous on-site Tier III supervision.
• Ability to exercise discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams.
• Working knowledge of enterprise endpoint computing, Windows operating systems, Microsoft Office, enterprise applications, network environments, and DoD GFE accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents.
• Strong customer service orientation with demonstrated experience supporting high-profile customer populations.
• Ability to effectively prioritize and execute tasks across multiple concurrent service calls and projects in a forward-deployed environment.
• Good written, oral, and interpersonal communication skills; ability to present technical ideas in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products as required.
• Highly self-motivated and directed; capable of operating with minimal supervision at a forward-deployed location.
• Availability for after-hours on-call rotations as required.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative environment, including coordination with Pentagon-based Tier III and infrastructure teams.

Education and Experience

• Required Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.
• Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or forward-deployed Tier II deskside support in roles requiring independent judgment and technical decision-making.
• Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including forward-deployed or geographically distributed IT operations.
• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect.

Physical Requirements

The essential physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the technical responsibilities described herein:

• Ability to sit and stand for extended periods in a professional office environment.
• Ability to ambulate throughout office buildings and supported facilities.
• Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces.
• Ability to repeatedly lift and carry equipment 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.