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.

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:

• Analyzing and diagnosing hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; determining root cause and selecting technically appropriate remediation for each incident.
• Consulting with users to determine functional specifications for hardware, software, peripheral, and authentication configurations.
• Designing and modifying workstation imaging configurations based on user-specific functional specifications; determining premium-load and user-unique software configurations; resolving imaging exceptions.
• 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 across approximately 200 token-related requests per month, each requiring an independent authentication decision affecting classified-network access.
• Analyzing CAC and SIPRNet PKI token PIN reset incidents during Core Business Hours at Pentagon, Taylor Building, and Mark Center; providing after-hours analytical support at the Pentagon.
• Managing MFA physical security token inventory including 100 YubiKey security tokens; analyzing token assignment requests; providing specialized user instruction on Government-approved MFA and 2FA physical security tokens; producing monthly MFA Security Token Inventory analysis.
• Analyzing cyber vulnerability scan output and selecting appropriate remediation approaches; remediating a minimum of 15 of the most vulnerable computers per network per week with 95% remediation accuracy; producing the weekly Cyber Vulnerability Remediation Report.
• Designing and executing manual software patching strategies for approximately 150 standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; producing the monthly Standalone Patching Compliance Report.
• Utilizing DameWare remote access tools as one of multiple resolution approaches; determining the appropriate technical approach for each incident.
• Analyzing data preservation requirements; designing backup, restore, and verification sequencing; ensuring DAR application verification and compliant device security configurations.
• Documenting technical decisions, configuration rationale, and analytical findings in ServiceNow; submitting digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; producing the weekly Equipment on Hand Report.
• Identifying recurring technical patterns across Tier II incidents, vulnerability classes, and token-request scenarios; contributing recommendations for SOP improvements, baseline configuration updates, and PKI Trusted Agent 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 analyze Tier II incidents, design configurations, exercise DoD PKI Trusted Agent authority, and resolve technical issues without continuous direct supervision.
• Ability to exercise discretion and independent judgment in incident diagnosis and resolution path selection, in PKI Trusted Agent authentication decisions under DoD PKI policy, in cyber vulnerability remediation prioritization, in imaging configuration design, and in DAR exception handling.
• Working knowledge of enterprise endpoint computing, workstation imaging and configuration design, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, 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 technically complex incidents through independent 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 incidents and concurrent program responsibilities (Trusted Agent, MFA inventory, vulnerability remediation, standalone patching) in a high-pressure environment.
• 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 coordination with J6 Cyber Security teams and J6 Account Management.

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 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, 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.