DESKSIDE TECHNICIAN (HANOVER, MD)

Empower AI Inc. • Hanover, MD

21h • $49,730 - $74,590 • Onsite

About The Position

Empower AI is seeking a Deskside Technician to 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. The technician independently analyzes incidents, determines root cause and business impact, and decides whether to repair, reconfigure, re-image, replace, or escalate. The role evaluates endpoint configurations against enterprise baselines and STIG requirements, implements approved changes using administrative privileges, assesses hardware lifecycle data, and coordinates vendor service as the Government's technical liaison. It also develops knowledge articles from recurring escalations, providing a foundation in enterprise endpoint engineering and secure configuration.

This is a salaried, FLSA-exempt onsite position in Hanover, Maryland, with up to 10% travel. The technician works assigned shifts within a 6:00 a.m. to 6:00 p.m. ET core schedule and participates in an after-hours on-call rotation as required.

Requirements

• Bachelor's degree and 3 years of related experience; an associate 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 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 appropriate courses 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

• 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; determine root cause and business impact; and choose whether to repair, reconfigure, re-image, replace, or escalate.
• Evaluate workstation configurations, software, drivers, and operating system issues against enterprise baselines and STIG requirements, and implement approved corrections using administrative privileges.
• Select and execute deployment approaches for new and replacement workstations, including image selection, configuration options, and data migration, 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 identify the appropriate resolver group.
• Assess printer and multifunction-device problems and determine whether resolution requires configuration, driver, queue, consumable, or vendor action; coordinate vendor service as the Government's technical liaison.
• Verify that resolution actions address the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and configuration decisions for the knowledge base.
• Analyze hardware lifecycle data at assigned sites, including inventory accuracy, refresh eligibility, and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level