Tier II Deskside Technician (Senior)

Empower AI Inc.•,

1d•Onsite

About The Position

Empower AI is a company focused on providing AI solutions for government agencies, aiming to transform their workforce and enhance productivity. Headquartered in Reston, Va., Empower AI has a strong track record in Health, Defense, and Civilian missions, utilizing its Empower AI Platform® for sustainable transformation. The company is recognized as a 2024 Military Friendly Employer, highlighting its commitment to supporting veterans and active-duty military personnel.

Requirements

Active TS/SCI (active at time of award)
Bachelor's Degree in IT, Computer Science, or related field; equivalent advanced certification + experience accepted in lieu
7 or more years of progressively responsible professional experience in enterprise endpoint computing, IT systems analysis, classified network administration, in roles requiring independent judgement and technical decision-making
ITIL v4 Foundations certification
CompTIA Security+ certification
HDI Desktop Advanced Support Technician certification

Nice To Haves

CompTIA A+ certification
Microsoft 365 Certified: Modern Desktop Administrator certification
Dell TechDirect certification

Responsibilities

Provide on-site technical support to end users, ensuring reliable operation of desktops, laptops, mobile devices, peripherals, and local infrastructure.
Serve as the primary technical escalation point for complex hardware, software, and network incidents across NIPRNet, SIPRNet, Yellow Network; resolve issues exceeding mid-level scope using advanced systems analysis and independent judgment.
Lead technical review of escalated tickets; coordinate with Tier III infrastructure, Network Operations, and development teams; provide 24x7x365 on-call coverage and independently determine response posture for after-hours and heightened operations.
Provide day-to-day technical direction and mentorship to mid-level and junior technicians; evaluate work quality and tailor guidance to each technician's experience level.
Serve as senior SME for the assigned customer environment; ensure SOPs and Work Instructions are current; lead QA scorecard reviews, process working groups, and staff training sessions.
Lead workstation imaging and deployment operations at all classification levels; design advanced configuration approaches and validate builds against enterprise STIG standards.
Oversee imaging rollout schedules, post-installation quality control, and release decisions; develop and maintain build documentation and imaging guides for all approved device configurations.
Direct cyber vulnerability remediation across all classification levels (minimum 15 most-vulnerable systems per network per week, 95% target); produce and submit the weekly Cyber Vulnerability Remediation Report.
Lead the standalone patching program for approximately 150 non-networked systems across all classification boundaries; publish patching schedules and produce the monthly Standalone Patching Compliance Report.
Serve as Trusted Agent (TA) for Joint Staff SIPRNet PKI token requests and higher classification processing (~200 token-related tickets/month); perform CAC and PKI PIN resets including after-hours coverage.
Oversee MFA YubiKey token inventory management; ensure user instruction on Government-approved tokens; produce and submit the monthly MFA Security Token Inventory Report.
Ensure all technicians submit DD Form 1150 in DPAS within three business days; manage turned-in equipment disposition and hard drive sanitization per NISPOM requirements.
Facilitate warranty repair via Dell TechDirect; determine repair-versus-replace pathways; maintain bench stock levels across all classification tiers and contribute to weekly Equipment on Hand and Pending Transaction Reports.
Serve as SME for COOP deskside support; perform daily maintenance and readiness validation at warm site locations across NIPRNet and SIPRNet environments; respond within a 2-hour recall window upon activation.
Deliver advanced deskside support in SAP and highly sensitive environments; coordinate with security and engineering teams to resolve complex cross-functional IT issues.
Document all support activities with detailed analytical findings and resolution outcomes in ServiceNow/Remedy; identify recurring patterns and contribute SOP improvement recommendations to J6 program leadership.