COOP 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.

As the COOP Deskside Technician (Senior), you will act as a model of customer service excellence to all organizational staff members in the 6.10 COOP IT Support (OPTIONAL) as part of DISA’s Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will be responsible for providing deskside IT support at COOP warm site locations for NIPRNet and SIPRNet environments, maintaining equipment readiness, supporting contingency activations, and ensuring asset compliance with DoD documentation standards. 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. 

The primary duty of this position is the independent application of advanced systems analysis techniques and highly specialized knowledge in enterprise endpoint computing, NIPRNet and SIPRNet classified network administration, and COOP continuity of operations IT requirements to maintain warm site equipment readiness, diagnose and resolve complex technical issues, and ensure J6 COOP infrastructure supports mission-critical operations. The candidate exercises significant discretion and independent judgment in performing preventative assessments, troubleshooting infrastructure components, managing asset accountability, and supporting contingency activations — without continuous direct supervision. This role requires COOP-specific subject matter expertise that goes beyond standard Tier II deskside knowledge, including the technical and operational requirements unique to NIPRNet and SIPRNet warm site environments. 

Primary Duty – COOP Technical Authority, Systems Analysis, and Independent Judgment 

• Serves as the subject matter expert for COOP IT deskside support; independently applies advanced specialized knowledge of NIPRNet and SIPRNet environments and continuity of operations requirements to analyze, validate, and maintain warm site equipment readiness at RRMC and other designated COOP locations. 

• Independently performs daily maintenance checks, preventative testing, equipment configuration, and readiness validation across all COOP warm site systems; analyzes test results, independently determines whether equipment meets mission-ready standards, and determines and executes corrective actions when deficiencies are identified. 

• Provides technical knowledge and analysis of specialized IT applications and COOP operational environments; independently offers guidance on complex COOP support challenges requiring knowledge beyond standard Tier II scope, including cross-environment issues spanning NIPRNet and SIPRNet. 

• Independently designs, analyzes, and maintains complex enterprise infrastructure systems at COOP warm site locations to enhance efficiency, reliability, and mission readiness; applies systems analysis techniques to evaluate infrastructure components and determine optimization and remediation strategies. 

• Independently troubleshoots and analyzes infrastructure components to diagnose and resolve reported issues; applies advanced specialized knowledge to determine root cause, select technically appropriate remediation, and verify resolution without requiring supervisor direction. 

• Independently supports contingency activations, responding within the required 2-hour recall window; upon activation, immediately applies specialized COOP IT knowledge to assess warm site status, execute readiness protocols, and ensure full operational capability across NIPRNet and SIPRNet environments. 

• Independently manages asset accountability at COOP warm sites; ensures compliance with DD Form 1150 documentation standards, maintains accurate records of all COOP IT equipment, and tracks asset changes in ServiceNow; exercises judgment in determining when discrepancies require escalation. 

• Organizes and independently conducts training sessions for COOP support staff on new software applications and hardware usage; applies instructional judgment to determine appropriate content and delivery method for each training audience. 

Highlights of Responsibilities 

In fulfillment of the primary duty described above, and in performance of PWS Section 6.10 task requirements, the candidate is responsible for: 

• Providing deskside IT support at designated COOP warm site locations for NIPRNet and SIPRNet environments. 

• Performing daily maintenance checks, preventative testing, equipment configuration, and readiness validation across all COOP warm site systems. 

• Supporting contingency activations and responding within 2 hours when recalled; executing warm site readiness protocols upon activation. 

• Tracking incidents, asset changes, and service delivery using ServiceNow; ensuring all COOP IT transactions are accurately documented. 

• Participating in COOP exercises and ensuring compliance with DD Form 1150 asset documentation standards. 

• Serving as subject matter expert in COOP IT support, providing in-depth technical knowledge of enterprise deskside operations, NIPRNet and SIPRNet environments, and continuity of operations requirements. 

• Providing technical knowledge and analysis of specialized IT applications and COOP operational environments; offering guidance on complex COOP support challenges. 

• Providing expert technical support for system users within a COOP environment, ensuring minimal disruption to operations. 

• Designing, analyzing, and maintaining complex enterprise infrastructure systems to enhance efficiency and reliability. 

• Troubleshooting and analyzing infrastructure components to diagnose and resolve reported issues effectively. 

• Organizing and conducting training sessions for staff on new software applications and hardware usage. 

• Diagnosing and resolving network-related problems to ensure seamless connectivity and performance. 

• Maintaining accurate records of computer inventory and surplus equipment, ensuring proper asset management at COOP locations. 

• Ensuring desktop computers integrate seamlessly with various systems, enhancing user experience and productivity. 

• Safeguarding passwords, data integrity, and file system security within the computing environment. 

• Championing and implementing system upgrades to extend the lifespan and performance of technology assets. 

• Identifying and remediating hardware and network connectivity issues swiftly and efficiently. 

• Assisting in the testing and deployment of new applications and systems, ensuring smooth transitions. 

• Upholding a high standard of customer service, treating all users with professionalism and efficiency. 

• Accurately recording, updating, and documenting requests in the IT service desk system. 

• Resolving issues through thorough problem analysis, implementing both temporary and permanent solutions as needed. 

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 diagnose and resolve complex enterprise IT problems in NIPRNet and SIPRNet classified environments without continuous direct supervision. 

• Specialized knowledge of COOP continuity of operations IT requirements, warm site operations, and contingency activation protocols. 

• Ability to independently respond within 2 hours when recalled for contingency activations and to independently execute warm site readiness protocols upon arrival. 

• Proven analytical and problem-solving abilities applicable to complex COOP infrastructure and endpoint computing challenges. 

• Strong customer service orientation with demonstrated experience in mission-critical classified IT support environments. 

• Ability to effectively prioritize and execute tasks in a high-pressure COOP environment with minimal supervision. 

• Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language. 

• Ability to conduct research into PC and software issues and products as required. 

• Highly self-motivated and directed; capable of maintaining operational readiness standards independently at a remote COOP warm site location. 

• Strong attention to detail and rigorous documentation standards consistent with DoD COOP asset accountability requirements. 

• Team-oriented and skilled in working within a collaborative environment. 

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 support, classified network administration, or COOP/continuity IT operations in roles requiring independent judgment and technical decision-making. 

• Prior experience supporting a DoD or J6 customer environment, including experience in NIPRNet and SIPRNet environments, is strongly preferred. 

• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Support Technician. 

• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, COOP/DISA-related training. 

Physical Requirements 

The essential physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the COOP technical responsibilities described herein: 

• Ability to sit and stand for extended periods in a COOP facility or warm site environment. 

• Ability to ambulate throughout office buildings, server rooms, and COOP facility spaces. 

• 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. 

• Ability to respond and report to the RRMC Liberty Township, PA warm site location within 2 hours of recall notification. 

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.