Desktop Support Technician II (Virtual Service Desk Tech)

Empower AI Inc.

74d

About The Position

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Requirements

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Provide technical assistance to computer users.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision.
• Possess the ability to communicate in both oral and written forms.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.

Nice To Haves

• 2 years experience with Windows and/or Mac desktop support.
• 2 years experience with Smartphone support.
• 2 years experience with remote support tools.
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Responsibilities

• Performs a variety of clerical and administrative duties pertinent to remote assistance.
• Replies to trouble tickets to resolve user problems.
• Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.
• Provides personal computer support analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides peer feedback.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 501-1,000 employees