Remote Support Technician (Solution Center) (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.

Primary Duty – Remote Support Systems Analysis, Diagnostic Decision-Making, and Independent Judgment

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users, including diagnostic problem-solving via remote access tools, classified access troubleshooting, and coordination with deskside technicians for on-site intervention. The candidate exercises discretion and independent judgment in technical resolution decisions, in determining when an issue can be resolved remotely versus when on-site intervention is required, and in escalating stalled incidents — operating remotely with the Subject Matter Expert 2 technical designation and without continuous direct supervision on individual technical decisions.

• Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools; determines root cause and selects technically appropriate remediation without supervisor direction on individual incidents.
• Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting; exercises judgment in prioritizing personal workload to meet SLA targets.
• Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues; independently selects diagnostic approach based on observed symptoms.
• Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting.
• Independently troubleshoots specific software and hardware customer-related issues remotely, utilizing remote access tools and software; exercises judgment in determining when remote remediation is feasible.
• Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction.
• Collaborates with the Solution Center Lead to consult on complex or unresolved issues, seeking guidance and support when necessary; exercises judgment in determining when consultation versus independent resolution is appropriate.
• Independently escalates issues to EUD Tier II technicians when further resolution is required, ensuring seamless handover and effective problem resolution; frames technical handoffs so receiving technicians can act without redundant rediscovery.
• Maintains accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided.
• Stays current with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities.
• Adheres to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction.
• Independently performs remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinates with deskside technicians when on-site intervention is required; exercises judgment in determining remote-versus-on-site disposition.
• Independently supports NIPR and SIPR remote access troubleshooting, coordinating with network and security teams as needed; applies specialized knowledge of classified access environments.
• Monitors aging remote support tickets and proactively escalates stalled incidents to the Solution Center Lead; exercises judgment in identifying which tickets require escalation versus continued mid-level handling.

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:

• Supporting remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools.
• Ensuring SLA compliance using ServiceNow and supporting remediation, asset accountability, and classified access troubleshooting.
• Applying technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues.
• Documenting all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting.
• Troubleshooting specific software and hardware customer-related issues remotely, utilizing remote access tools and software.
• Providing timely and effective solutions to customer problems, ensuring high levels of customer satisfaction.
• Collaborating with the Solution Center Lead to consult on complex or unresolved issues, seeking guidance and support when necessary.
• Escalating issues to EUD Tier II technicians when further resolution is required, ensuring seamless handover and effective problem resolution.
• Maintaining accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided.
• Staying current with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities.
• Adhering to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction.
• Performing remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinating with deskside technicians when on-site intervention is required.
• Supporting NIPR and SIPR remote access troubleshooting, coordinating with network and security teams as needed.
• Monitoring aging remote support tickets and proactively escalating stalled incidents to the Solution Center Lead.

Requirements

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support without continuous direct supervision.
• Ability to exercise discretion and independent judgment in technical resolution decisions, in determining remote-versus-on-site disposition, and in escalating stalled or complex incidents.
• Working knowledge of enterprise desktop environments, Windows operating systems, remote access tools (including DameWare), NIPR and SIPR remote access troubleshooting, GFE accountability, and ITIL service management practices.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents remotely.
• Strong customer service orientation with demonstrated experience supporting DoD or other large federal customer populations.
• Ability to effectively prioritize and execute tasks across multiple concurrent remote support incidents in a high-pressure 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 in a remote work environment.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative remote environment, including effective escalation coordination with the Solution Center Lead and EUD Tier II technicians.

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 Tier II remote support, IT systems analysis, or enterprise endpoint computing in roles requiring independent judgment and technical decision-making.
• Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations.
• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Windows 11 OS Troubleshooting certification.

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.