Field Support Technician - Onsite Anchor

Empower AI•Hanover, MD

13h•Onsite

About The Position

Empower AI is seeking a motivated Field Support Technician - Onsite Anchor to serve as the on-site IT decision-maker for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. Operating without on-site supervision, the technician analyzes escalated issues involving end-user computing, printers, mobile devices, and communications equipment to determine root cause and the appropriate resolution approach; decides when remote Tier II/III, engineering, or vendor involvement is required; determines deployment and refresh approach for site workstations; and analyzes site asset records to recommend lifecycle actions. The role requires travel within the assigned region, sound independent judgment, and the ability to represent IT to site leadership. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS AN ONSITE ROLE IN A HANOVER, MD (TEAGUE RD) WITH UP TO 25% OF TRAVEL INVOLVED.

Requirements

Bachelor's degree and 1 year of related experience (an Associate's 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 Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
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 (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
Demonstrated ability to work independently, analyze problems, determine the 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 installation.
Working knowledge of Windows 10/11, PC hardware, peripherals, printers, mobile devices, and basic networking (TCP/IP, Wi-Fi, VPN, cabling).
Ability to work independently at remote sites with minimal on-site supervision while coordinating with remote teams by phone, chat, and ticket.
Valid driver's license and ability to travel within the assigned region (up to 25% of the time) with pre-approved travel; occasional overnight travel.
Ability to lift and move IT equipment up to 50 pounds, work in equipment closets and under desks, and use ladders as needed.
Strong customer service, communication, and organizational skills.

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, BitLocker, and enterprise imaging tools.
Familiarity with VoIP phones, VTC endpoints, and structured cabling.
Interest in growing into desktop engineering, telecommunications, or systems administration roles.

Responsibilities

Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on-site supervision.
Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.
Determine deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG-compliant images and provisioning tools.
Assess printer, multi-function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.
Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
Analyze site asset records and physical inventory results, identify discrepancies and their likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.
Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and site-specific procedures for reuse.
Assess site conditions, recurring issues, and security posture; apply secure configuration practices and vulnerability remediation as directed; and report findings and recommendations to remote Tier II/III teams and supervisors.