Deskside Technician (RKB, Junior)
About The Position
Empower AI is seeking a motivated Deskside Technician (RKB, Junior) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, the technician determines root cause and business impact, decides whether to repair, reconfigure, re-image, replace, or escalate, evaluates configurations against the enterprise baseline and STIG requirements, and implements the chosen solution using administrative privileges. The role also assesses hardware lifecycle data, coordinates vendor service as the Government's technical liaison, and turns recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. 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. THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.
Requirements
- Bachelor's degree and 0 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 with SCI eligibility (favorably adjudicated T5/T5R) to start.
- 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 repair.
- Working knowledge of Windows 10/11 installation and configuration, PC hardware components, peripherals, printers, and basic networking (TCP/IP, Wi-Fi, VPN).
- Familiarity with Active Directory account and computer object concepts, Microsoft 365 applications, and remote support tools.
- Ability to lift and move IT equipment up to 50 pounds and to work at user desks, in equipment rooms, and in classroom settings.
- Strong customer service, communication, and organizational skills, and the ability to follow documented procedures precisely.
- 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 as required.
Nice To Haves
- 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, Group Policy, BitLocker, and enterprise imaging tools.
- Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
- Interest in growing into endpoint engineering, systems administration, or cybersecurity roles.
Responsibilities
- Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or escalate.
- Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges.
- Determine appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE).
- Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation.
- Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
- Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and configuration decisions for reuse in the knowledge base.
- Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, or disposition actions to asset management.
- Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
