FIELD SUPPORT TECHNICIAN - PRINTER SUPPORT

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 Field Support Technician to serve as an on-site Tier II and printer management resource at Boyers, PA locations of a Department of War agency. Operating with a high degree of independence, the technician analyzes escalated end-user computing, printer, mobile device, and connectivity issues to determine root cause and resolution approach, decides when remote Tier II/III, engineering, or vendor involvement is required, deploys and refreshes site workstations, and keeps the site's printer fleet and asset records STIG-compliant, accurate, and audit-ready. 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. Additionally, you will be required to provide on-site Printer Support.  In this role, you will analyze printer and multi-function device faults, determine the appropriate resolution path, manages consumables and vendor escalation, and keeps the headquarters printer fleet STIG-compliant, inventoried, and available, while supporting Tier II deskside resolution for end users

THIS IS AN ONSITE ROLE IN FT. MEADE, MD WITH UP TO 25% OF TRAVEL INVOLVED.

JOB DUTIES:

• Perform in-depth diagnostic analysis of complex hardware, software, peripheral, printing, and network connectivity issues escalated to Tier II, determine root cause and business impact, and independently decide the resolution strategy and whether escalation to Tier III, endpoint engineering, or vendors is warranted.
• Analyze endpoint configurations, Group Policy results, user profiles, permissions, and application behavior against the enterprise baseline and STIG requirements, determine the required corrections, and implement them using administrative tools and credentials.
• Plan and execute workstation deployments and hardware refresh activities, determining image selection, configuration options, sequencing, and data migration approach, and validating encryption and security posture after deployment.
• Assess readiness of training center and classroom technology (student laptops, networking, audio-visual systems) prior to sessions, determine corrective actions, and resolve faculty and student issues in real time using independent judgment.
• Evaluate the security impact of every configuration change, consult NVD/CVE resources to assess relevant vulnerabilities, determine and apply appropriate remediation, and provide artifacts supporting the endpoint POA&M.
• Analyze escalation trends and recurring issues, identify candidates for permanent fixes or Tier I enablement, and author knowledge articles and standard procedures that change how issues are handled at lower tiers.
• Analyze hardware lifecycle and inventory data for assigned sites, recommend refresh, redeployment, and disposition actions, and execute the Customer-Confirmed Ticket Closure process with complete documentation of decisions and actions.
• Evaluate enterprise printer and multi-function device issues, determine whether resolution requires print server, queue, driver, firmware, STIG, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• Serve as the site's enterprise printer and multi-function device (MFD) point of accountability: analyze device faults and print-management alerts to determine root cause, decide whether resolution requires configuration, driver, queue, firmware, consumable, relocation, or vendor action, and coordinate DLA/OEM service as the Government's technical liaison.
• Evaluate printer fleet STIG compliance, firmware currency, and vulnerability status for the site, determine remediation actions within agency timeframes, and maintain accurate printer inventory from deployment through disposition.
• Manage user-replaceable consumables for the site by analyzing print-management usage and toner data, determining reorder needs, coordinating orders through approved channels, and contributing to the Printer Usage and Toner and Consumables Status Reports.

REQUIREMENTS:

• Bachelor's degree and 1 years of related experience (an Associate's degree with 2 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance (favorably adjudicated T5/T5R) to start; this is a Privileged User position.
• 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.
• Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware installation.
• Working knowledge of Windows 10/11, PC hardware, peripherals, printers, mobile devices, and basic networking (TCP/IP, Wi-Fi, VPN, cabling).
• Ability to work independently at remote sites with minimal on-site supervision while coordinating with remote teams by phone, chat, and ticket.
• Valid driver's license and ability to travel within the assigned region (up to 25% of the time) with pre-approved travel; occasional overnight travel.
• Ability to lift and move IT equipment up to 50 pounds, work in equipment closets and under desks, and use ladders as needed.
• Strong customer service, communication, and organizational skills.

DESIRED SKILLS:

• CompTIA A+ CE, Network+ CE, or Security+ CE 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 other compliance-driven Federal IT environments.
• Familiarity with MECM/SCCM, Intune, BitLocker, and enterprise imaging tools.
• Familiarity with VoIP phones, VTC endpoints, and structured cabling.
• Interest in growing into desktop engineering, telecommunications, or systems administration roles.

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.