Desktop Support Technician IV

Empower AI Inc.•Philadelphia, PA

16h•$27 - $40

About The Position

The Desktop Support Technician IV serves as a subject matter expert computer user support specialist for the Enterprise IT Service Desk (EITSD) Support subtask under the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order. The EITSD supports users of GSA’s internal infrastructure and applications and systems owned by GSA Service and Staff Offices. It is a centralized point of contact for end users to report incidents, submit requests, seek advice, and register complaints. The role centers on processing tickets, managing resolutions, and clearly documenting reported problems and actions taken. Customer service is an important aspect of the position, which involves providing technical assistance with computer hardware and software, including printing, installation, word processing, email, and operating systems. The position manages Deskside Support Technicians in the GSA R03 Regional Office Building and provides onsite and remote support. It includes administrative and clerical duties, coordination with other teams, customer interaction, monitoring team performance, training junior technicians, maintaining records, and supporting R03 Field Office visits. Some travel is required. The role may involve remote work; personnel are expected to protect company and customer information accessible from a home office.

Requirements

Public Trust clearance or ability to obtain it.
ITILv4 Foundation training and certification; certification may be obtained within 120 days.
Possess and apply fundamental concepts, processes, practices, and procedures on work assignments.
Provide technical or management leadership on major tasks or technology assignments.
Have domain and expert technical knowledge; decision-making and domain knowledge may critically affect overall project implementation.
Contribute to deliverables and performance metrics and may supervise others.
Associate degree.
7–12 years of work experience.
At least one year of Windows desktop support experience.
At least one year of recent macOS support experience.
At least two years of working knowledge of remote tools.
At least two years of experience managing employees.
Experience supporting industry-standard software products.
Experience working remotely, demonstrating time management and self-discipline.
Protect proprietary company and customer information accessible from a home office, consistent with company information security expectations.
Communicate verbally and respond to verbal communications in person, by phone, or by video chat.
Communicate clearly and succinctly in writing, primarily using a keyboard.
Sit and view computer screens for long periods.
Some travel is required.

Nice To Haves

Willingness to work a variety of shifts, including holidays as scheduled.
Ability to communicate effectively in oral and written forms with all levels of staff and clients.
Familiarity with macOS, Windows, web browsers, and basic Active Directory functions.

Responsibilities

Manage Deskside Support Technicians in the GSA R03 Regional Office Building.
Perform clerical and administrative duties related to onsite support.
Respond to trouble tickets and open tickets to track and resolve user problems.
Provide technical support onsite and remotely by phone, email, and instant message for password resets, email, directories, standard MS Windows desktop applications, MacBooks, smartphones, and network connectivity.
Analyze computer and MacBook support problems and install and configure hardware and software.
Interact with customers daily to support their productivity and provide individual feedback.
Monitor team productivity and quality and provide individual feedback.
Coordinate fix actions with other teams, document those actions, and train junior technicians in R03.
Maintain an audit trail and statistical records of problems and conditions reported by the client.
Support R03 Field Office visits personally or with R03 staff.