DESKSIDE TECHNICIAN (BOYERS, PA)
About The Position
Empower AI is seeking a Deskside Technician 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; selects whether to repair, reconfigure, re-image, replace, or escalate; evaluates configurations against enterprise baseline and STIG requirements; and implements the selected solution using administrative privileges. The role also involves assessing hardware lifecycle data, coordinating vendor service as the Government’s technical liaison, and converting recurring escalations into knowledge articles. The position provides a foundation in enterprise endpoint engineering and secure configuration. This is an onsite, salaried, FLSA-exempt position in Boyers, Pennsylvania, with up to 10% travel. The technician independently analyzes situations, determines appropriate actions, and exercises discretion and independent judgment on matters significant to the program and its customers. Assigned shifts fall within a 6:00 a.m. to 6:00 p.m. ET core schedule, and participation in an after-hours on-call rotation may be required.
Requirements
- Bachelor’s degree and 2 years of related experience; an Associate’s degree with 3 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 before performing cybersecurity-related duties. Examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
- Ability to work independently, analyze problems, determine an 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, including TCP/IP, Wi-Fi, and 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 work at user desks, in equipment rooms, and in classroom settings.
- Strong customer service, communication, and organizational skills, and 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, then decide whether to repair, reconfigure, re-image, replace, or escalate.
- Evaluate workstation configuration, software, driver, and operating system issues against enterprise baseline and STIG requirements, determine necessary corrections, and implement approved changes using administrative privileges.
- Determine deployment approaches for new and replacement workstations, including image selection, configuration options, and data migration method; execute deployments using STIG-compliant images and automated provisioning tools such as MECM/SCCM and PXE.
- Diagnose desk-side network connectivity issues involving wired connections, Wi-Fi, VPN, docking, and IP configuration; distinguish endpoint faults from infrastructure faults and escalate to the appropriate resolver group.
- Assess printer and multi-function device problems and determine whether resolution requires configuration, driver, queue, consumable, or vendor action; coordinate vendor service as the Government’s technical liaison.
- Evaluate whether resolution actions have 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, including inventory accuracy, refresh eligibility, and end-of-life status; 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
