Tier II Service Counter Technician - 1st Shift (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.

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As the Tier II Service Counter Technician - 1st Shift (Mid-level), you will serve as the technical subject matter expert at the J6 walk-in service counter during 1st shift hours, in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) task as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to the problems presented at the counter — consulting with each walk-in user to determine functional requirements, analyzing those requirements against the configuration and security constraints of the affected system, and determining, testing, and modifying configurations based on the resulting specifications. Each walk-in interaction is a discrete 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 – 1st Shift Service Counter Systems Analysis, Configuration to Specification, and Independent Judgment 

The primary duty of this position, in both importance and consequence to J6 operations, is the independent application of systems analysis techniques and specialized technical knowledge to diagnose, determine, and resolve the technical problems presented at the walk-in service counter during 1st shift hours. This includes consulting with users to determine their functional requirements; analyzing those requirements together with the configuration, security posture, and operational context of the affected systems; and determining, testing, and modifying system and application configurations based on the resulting specifications. The candidate exercises discretion and independent judgment in determining technical resolution paths, in deciding when equipment exchange is appropriate versus continued in-place configuration and repair, and in selecting the escalation queue when an issue exceeds Tier II counter scope — without continuous direct supervision on individual technical decisions. The technical execution of the resulting decisions — including the physical break-fix repair, hardware swap, software installation, DD Form 1150 processing, counter inventory upkeep, and maintenance of the counter environment — is incidental to, and performed in furtherance of, this primary analytical duty. 

• Consults with each walk-in user to determine their functional requirements, translating the reported problem and operational need into the functional specifications that a compliant resolution must satisfy; applies systems analysis techniques to evaluate those requirements against the configuration, security, and interoperability constraints of the affected system. 

• Independently analyzes and diagnoses complex hardware, software, and connectivity failures presented at the service counter; determines root cause through systems analysis techniques rather than scripted procedure, and selects the technically appropriate remediation for each user-specific fact pattern. 

• Determines, tests, and modifies system and application configurations based on the functional specifications derived from user consultation and analysis; identifies hardware and software conflicts and determines the corrective configuration actions required to return each system to specification and maintain J6 baseline compliance. 

• Exercises discretion and independent judgment in determining whether equipment exchange, in-place configuration modification, or escalation is the appropriate technical course of action for each incident; evaluates the competing resolution paths and acts after considering the alternatives. 

• Determines device disposition (reimage, repair, replace, or escalate) for each system presented; specifies the imaging and configuration requirements to the imaging team based on the user's functional requirements and the analysis of the device, and exercises judgment in resolving configuration exceptions. 

• Selects the appropriate escalation queue when an incident exceeds Tier II walk-in counter scope, framing the technical specification of the handoff to deskside or Tier III teams based on the diagnostic findings. 

• Analyzes system requirements and identifies hardware and software conflicts when performing upgrades and installations; determines the configuration approach that meets the user's functional specification while maintaining compliance with J6 SOPs and DoD security requirements. 

• Documents the analysis, functional specification, configuration decision, and resolution for each counter interaction in ServiceNow in sufficient detail to support knowledge management and subsequent systems analysis. 

• Independently determines spare-parts, loaner-equipment, and consumable reorder priorities based on analysis of counter demand patterns to sustain continuous counter operations (the physical inventory upkeep itself being incidental to the analytical primary duty). 

• Processes DD Form 1150s for equipment issuances and turn-ins and maintains an organized, professional counter environment (incidental to and in furtherance of the analytical primary duty). 

• Supports 1st shift coverage requirements and participates in shift handoff procedures with second shift. 

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: 

• Consulting with walk-in users to determine functional requirements and translating them into technical specifications for system and application configuration. 

• Analyzing and diagnosing complex hardware, software, and connectivity failures at the counter; determining root cause and selecting technically appropriate remediation for each incident. 

• Determining, testing, and modifying system and application configurations based on those specifications; identifying conflicts and determining corrective configuration actions. 

• Exercising independent judgment in determining whether equipment exchange, in-place repair, or escalation is the appropriate course of action for each incident. 

• Determining device disposition (reimage, repair, replace, or escalate) and specifying imaging and configuration requirements to the imaging team. 

• Selecting the appropriate escalation queue and framing the technical handoff to deskside or Tier III teams when issues exceed counter scope. 

• Analyzing system requirements and identifying conflicts when performing upgrades and installations; determining the compliant configuration approach. 

• Documenting analysis, functional specifications, configuration decisions, and resolutions in ServiceNow. 

• Determining spare-parts, loaner, and consumable reorder priorities and processing DD Form 1150s (incidental to the analytical primary duty). 

• Supporting 1st shift coverage requirements and participating in shift handoff procedures with second shift. 

Requirements 

• Active Secret security clearance at time of award. 

• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to consult with users to determine functional specifications, analyze requirements, and determine, test, and modify configurations to resolve Tier II incidents at a walk-in service counter without continuous direct supervision. 

• Ability to exercise discretion and independent judgment in diagnostic decision-making, in determining when equipment exchange is the appropriate remediation versus in-place configuration and repair, and in selecting escalation paths. 

• Working knowledge of enterprise endpoint computing, systems analysis and configuration to specification, desktop and laptop hardware, peripheral devices, software installation and configuration, imaging requirements determination, DPAS, and DD Form 1150 processing. 

• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents through independent systems analysis. 

• Strong customer service orientation; ability to consult with and communicate clearly to users of varying technical fluency in a high-traffic walk-in environment. 

• Ability to effectively prioritize and execute analytical tasks across multiple concurrent walk-in customers in a high-tempo environment. 

• Good written, oral, and interpersonal communication skills; ability to present technical analysis and decisions 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. 

• Availability for 1st shift coverage as required by the program. 

• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements. 

• Team-oriented and skilled in working within a collaborative shift-based environment, including effective shift handoff coordination. 

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, IT systems analysis, or service counter / walk-in technical support in roles requiring independent judgment and technical decision-making. 

• Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including high-volume walk-in service counter operations. 

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

• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator. 

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.