Tier II Deskside Technician (Senior)

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.

Position Overview

As the Tier II Deskside Technician (Senior), 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 independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation point for Tier II Deskside operations across NIPRNet, SIPRNet, and higher classification networks; lead workstation imaging and deployment operations; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability data on the most critical workstations; and provide on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response. Each escalation is a discrete advanced systems-analysis problem requiring independent technical judgment applied to a user-specific or system-specific fact pattern. 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.

Primary Duty – Senior Tier II Advanced Systems Analysis, Technical Escalation, and Independent Judgment

The primary duty of this position is the independent application of advanced systems analysis techniques and highly specialized technical knowledge to: serve as the primary technical escalation point for complex Tier II incidents; lead workstation imaging and deployment operations including STIG validation; exercise Trusted Agent authority under DoD PKI policy for SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability remediation on the most critical workstations; and determine response posture for 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response. The candidate exercises significant discretion and independent judgment in escalated technical decisions, in imaging and configuration validation, in PKI Trusted Agent authentication decisions, in vulnerability prioritization, and in 24x7 response posture determinations — without continuous direct supervision on individual technical decisions. Technical execution of the resulting decisions is incidental to and performed in furtherance of this primary analytical duty.

• Independently serves as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzes incidents that exceed mid-level technical capability and determines root cause through advanced systems analysis; selects technically appropriate remediation without supervisor direction on individual incidents.
• Provides 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and at the Pentagon Service Desk across all network classifications; independently determines incident prioritization and response posture during periods without on-site supervision; supports 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzes cyber vulnerability scan output to identify and prioritize remediation on the most critical workstations across the endpoint fleet; exercises specialized judgment in vulnerability prioritization and remediation approach selection; coordinates with J6 Cyber Security teams on prioritized remediation lists; contributes to the weekly Cyber Vulnerability Remediation Report.
• Leads workstation imaging and deployment operations at Government-furnished dedicated imaging locations; designs imaging configurations based on user-specific functional specifications; independently validates builds against enterprise STIG and security standards; coordinates deployment schedules with users and provides post-installation verification analysis.
• Independently analyzes CAC and SIPRNet PKI token PIN reset and replacement incidents; exercises specialized judgment in identifying authentication failure root cause and selecting reset or replacement approach; provides after-hours analytical support at the Pentagon.
• Serves as a Trusted Agent (TA) under DoD PKI policy with authority to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercises specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access.
• Independently manages MFA physical security token program including YubiKey inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis for Government leadership.
• Designs and executes manual software patching strategies for standalone (non-networked) computers; determines patch sequencing, validation procedures, and rollback contingencies; contributes to the patching schedule and the monthly Standalone Patching Compliance Report.
• Independently facilitates warranty repair coordination via Dell TechDirect and other Government-approved vendor tools; analyzes diagnostics, manages repair coordination, and ensures testing and certification of returned equipment.
• Provides advanced analytical support for conferences and events at NCR building locations; supports user-embedded geographical support at approximately 12 dedicated OUSD and other locations through systems analysis tailored to each user community.
• Documents technical decisions, configuration rationale, root-cause analyses, and remediation outcomes in ServiceNow; submits digitally signed DD Form 1150 in DPAS within three business days; analyzes bench stock requirements and contributes trend analysis to the weekly Equipment on Hand Report.
• Identifies recurring technical patterns across senior Tier II escalations, vulnerability classes, and Trusted Agent requests; contributes recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.

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:

• Serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzing incidents that exceed mid-level technical capability and determining remediation through advanced systems analysis.
• Providing 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and Pentagon Service Desk (all network classifications); supporting 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzing cyber vulnerability scan output and prioritizing remediation on the most critical workstations across the endpoint fleet; coordinating prioritized remediation lists with J6 Cyber Security teams; contributing to the weekly Cyber Vulnerability Remediation Report.
• Leading workstation imaging and deployment operations at Government-furnished dedicated imaging locations; validating builds against enterprise STIG and security standards; coordinating deployment schedules with users and providing post-installation verification.
• Analyzing CAC and SIPRNet PKI token PIN reset and replacement incidents; providing after-hours analytical support at the Pentagon.
• Serving as a Trusted Agent (TA) under DoD PKI policy to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercising specialized judgment in DoD PKI policy application.
• Managing MFA physical security token program including YubiKey inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis.
• Designing and executing manual software patching strategies for standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; supporting the monthly Standalone Patching Compliance Report.
• Facilitating warranty repair coordination via Dell TechDirect; analyzing diagnostics, managing repair coordination, ensuring testing and certification of returned equipment.
• Providing advanced analytical support for conferences and events at NCR building locations; supporting user-embedded geographical support at approximately 12 dedicated OUSD and other locations.
• Documenting technical decisions and analytical findings in ServiceNow; submitting digitally signed DD Form 1150 in DPAS within three business days; contributing trend analysis to the weekly Equipment on Hand Report.
• Identifying recurring technical patterns across senior Tier II escalations and contributing recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.

Requirements

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation resource for a Tier II deskside operation without continuous direct supervision.
• Ability to exercise significant discretion and independent judgment in escalated incident diagnosis and resolution, in DoD PKI Trusted Agent authentication decisions, in cyber vulnerability prioritization, in imaging configuration validation, in 24x7x365 PFPA Operations Center response posture, and in CAPSTONE event analytical support.
• Working knowledge of enterprise endpoint computing, workstation imaging and STIG configuration validation, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, Dell TechDirect warranty coordination, standalone patching design, DameWare remote access, DAR application verification, and DPAS asset accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving the most technically complex Tier II incidents through independent advanced systems analysis.
• Strong customer service orientation with demonstrated experience in DoD or other large federal customer environments.
• Ability to effectively prioritize and execute analytical tasks across multiple concurrent escalations in a high-pressure, 24x7-coverage environment.
• Availability for on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response.
• Good written, oral, and interpersonal communication skills; ability to present technical decisions and analytical findings in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products as required to support technical decisions.
• Highly self-motivated and directed; capable of operating with minimal supervision on individual technical decisions.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative environment, including mentoring junior personnel and coordinating with J6 Cyber Security.

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: 7 or more years of progressively responsible professional experience in enterprise endpoint computing, IT systems analysis, or classified network administration in roles requiring independent judgment and technical decision-making.
• Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including PKI/Trusted Agent operations, classified network experience, 24x7 critical-facility coverage, or DoD security token program support.
• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.
• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect 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.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.