Desktop Support Technician IV

Empower AI Inc. • DC

82d

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 (Or ability to obtain)
• ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.
• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.
• Has domain and expert technical knowledge.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.
• Contributes to deliverables and performance metrics and may supervise others.

Nice To Haves

• Must be willing to work a variety of shifts, including holidays as scheduled.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory.

Responsibilities

• Supports Deskside Support Operations in the GSA National Capital Region (NCR) and Central Office Regional Office Building.
• Performs a variety of clerical and administrative duties pertinent to onsite support.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Provides technical support onsite or through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
• Provides personal computer support problem analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides individual feedback.
• Contributes to Central Office operations and activities to include special projects in support of GSA IT requests and demands.
• Coordinate fix actions with other teams, document fix actions and assist junior technicians.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees