Tier II Remote Resolution 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 Tier II Remote Resolution Specialist to resolve escalated Tier II incidents remotely for a Department of War agency with approximately 13,000 users at headquarters, regional, field, and remote locations, so that desk-side visits and field dispatches are reserved for issues that truly require hands-on work. The specialist performs in-depth remote diagnostics of operating system, application, Group Policy, profile, VPN, encryption, and permission issues using administrative tools and credentials, determines root cause and resolution, and decides when an issue must be dispatched to deskside or field technicians or escalated to Tier III. The role is measured on remote resolution rate, PL1-PL4 resolution SLAs, and the Tier I enablement it generates. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. 

THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED. 

JOB DUTIES: 

• Analyze and resolve escalated Tier II incidents remotely using administrative tools and credentials (remote control, remote registry and services, PowerShell, MECM client actions, Active Directory and Group Policy tools), performing in-depth diagnostics to determine root cause and the correct resolution. 

• Decide when an issue cannot be resolved remotely and requires deskside or field dispatch, Tier III engineering, or vendor involvement, and hand off with complete diagnostic documentation while retaining ownership of the customer outcome. 

• Maximize remote resolution rate and minimize dispatches by developing remote remediation scripts, procedures, and knowledge articles, and by identifying Tier I enablement opportunities from escalation trends. 

• Resolve PL1-PL4 escalated tickets within PRS timeframes following the Customer-Confirmed Ticket Closure process and support remote users at field, regional, and telework locations. 

• Serve as the senior diagnostic authority for Tier II, performing in-depth log, trace, and behavior analysis of the most complex hardware, operating system, application, peripheral, VDI, and network issues to identify root causes not documented in the knowledge base, and deciding resolution strategy and escalation. 

• Provide executive and senior-leadership support, determining proactive readiness measures and directing rapid response to PL1/PL2 incidents affecting leadership. 

• Plan and lead workstation deployment and hardware refresh efforts: determine wave sequencing, validate STIG-compliant images, decide configuration and package requirements with endpoint engineering, and verify post-deployment security posture. 

• Act as technical lead for training center and classroom support, designing readiness procedures, determining the technology configuration required for each session type, and resolving issues in real time. 

REQUIREMENTS: 

• Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted). 

• Must be a U.S. Citizen. 

• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start. 

• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs. 

• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting. 

• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties. 

• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision. 

• Minimum of 10 years of experience in desktop support, field service, or Tier II/III end-user support in an enterprise environment, including experience as a senior or lead technician. 

• Expert troubleshooting skills across Windows 10/11, PC/laptop hardware, peripherals, printers/MFDs, Microsoft 365, Active Directory, Group Policy, VDI, and network connectivity. 

• Extensive experience with enterprise imaging, patching, and endpoint management tools (MECM/SCCM, Intune, PXE) and with disk encryption and secure configuration. 

• Demonstrated experience providing executive/VIP support and leading hardware refresh or deployment projects. 

• Experience mentoring technicians, performing quality reviews, and writing standard operating procedures and knowledge articles. 

• Ability to lift and move IT equipment up to 50 pounds; ability to work a 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation. 

• Excellent written and verbal communication skills, including briefing supervisors and Government stakeholders. 

DESIRED SKILLS: 

• CompTIA Security+ CE plus A+ CE or Network+ CE; Microsoft 365 Certified: Endpoint Administrator Associate; HDI Desktop Support Technician or Team Lead certification. 

• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform. 

• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures. 

• Experience supporting Department of War (DoW), DoD, or Intelligence Community IT environments. 

• Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms. 

• Experience supporting audio-visual and VTC equipment in conference rooms and classrooms. 

• Familiarity with PowerShell scripting for troubleshooting and automation of desktop tasks. 

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.