Software Licensing Help Desk Specialist

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 is seeking a Help Desk Specialist to join our remote Software Asset Management team supporting Department of Homeland Security. 

Responsibilities:

• Monitor the software licensing mailbox and respond to all requests
  • Process service request in a manner in accordance set performance standards and ensure that all applicable user, machine, and product information is completed and documented
  • Work with end users to communicate USCIS software standards. Create as needed or assist in the creation of software and asset management/change management requests to modify the standards or obtain exceptions for special requirements
  • Assist end user software requests by routing ticket to appropriate stakeholder and working with resellers to obtain needed software licensing information
  • Coordinate with sites to develop details for complex software deliveries
  • Support the resolution of IT service request issues from software orders
  • Develop and update OIT internal tools for management of software contracts as the products on those contracts change
  • Maintain license keys and install packages for software packages, including providing updates as necessary to both end users and enterprise software distribution groups
  • Provide keys/install packages as necessary to end users and provisioning support personnel

Requirements:

• 1-5 years experience providing end user support in a software licensing environment
• Bachelor's degree
• Eligibility for Public Trust Clearance
• US Citizenship

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.