DESKSIDE TECHNICIAN (RKB) (JOURNEYMAN)

Empower AI Inc.•Quantico, VA

12d•$57,470 - $82,880•Onsite

About The Position

Empower AI is seeking an experienced Deskside Technician (RKB) - Secret Cleared to perform in-depth diagnostic analysis and resolution of escalated Tier II end-user computing, printing, and classroom technology issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across NIPRNet, SIPRNet, and JWICS enclaves. The technician determines root cause and business impact, decides resolution strategy and escalation, evaluates endpoint configurations against the enterprise baseline and STIG requirements and implements corrections with administrative privileges, plans and executes workstation deployments, assesses the security impact of every change, and analyzes escalation trends to recommend permanent fixes and Tier I enablement. 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 Quantico, VA (RKB) with up to 10% of travel involved.

Requirements

Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
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 3 years of experience in desktop support, field service, or Tier II end-user support in an enterprise environment.
Strong hands-on troubleshooting skills with Windows 10/11, PC and laptop hardware, peripherals, printers/MFDs, Microsoft 365, Active Directory, Group Policy, and network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
Experience with enterprise imaging and endpoint management tools such as MECM/SCCM, Intune, or similar, and with disk encryption (e.g., BitLocker).
Experience working tickets in an enterprise ITSM platform to SLA and documenting resolutions for knowledge reuse.
Ability to lift and move IT equipment up to 50 pounds and to travel between buildings and local sites as required.
Ability to work assigned shifts within a 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation.
Strong customer service and communication skills with users at all levels, including senior leadership.

Nice To Haves

CompTIA A+ CE and Security+ CE, Microsoft 365 Certified: Endpoint Administrator Associate, or HDI Desktop Support Technician 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 DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
Experience supporting VDI clients, classroom/training environments, and audio-visual equipment.
Experience with mobile devices and Mobile Device Management (MDM) enrollment and troubleshooting

Responsibilities

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.