Forward Deployed Deskside Technician (Mid-Level)

Empower AI Inc. • ,

1d • Onsite

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

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver Tier II deskside support at a forward-deployed location without continuous on-site Tier III supervision.
• Ability to exercise discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams.
• Working knowledge of enterprise endpoint computing, Windows operating systems, Microsoft Office, enterprise applications, network environments, and DoD GFE accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents.
• Strong customer service orientation with demonstrated experience supporting high-profile customer populations.
• Ability to effectively prioritize and execute tasks across multiple concurrent service calls and projects in a forward-deployed environment.
• Good written, oral, and interpersonal communication skills; ability to present technical ideas in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products as required.
• Highly self-motivated and directed; capable of operating with minimal supervision at a forward-deployed location.
• Availability for after-hours on-call rotations as required.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative environment, including coordination with Pentagon-based Tier III and infrastructure teams.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.
• 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or forward-deployed Tier II deskside support in roles requiring independent judgment and technical decision-making.
• ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.

Nice To Haves

• Prior experience supporting a DoD or J6 customer environment, including forward-deployed or geographically distributed IT operations.
• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect.

Responsibilities

• Independently delivers deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement; determines root cause and selects technically appropriate remediation without requiring supervisor direction on individual incidents.
• Resolves Tier II incidents in ServiceNow and independently performs on-site service calls in accordance with J6 procedures; exercises judgment in prioritizing concurrent calls across the forward-deployed user population.
• Applies technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues; independently selects diagnostic approach based on observed symptoms and system configuration.
• Documents all support activities, maintains accurate ticket records, and ensures all service requests are resolved within established SLA timeframes; ensures detailed break-fix steps and resolutions are captured in ServiceNow.
• Provides advanced customer service and support, communicating with high-profile customers in a professional and courteous manner; exercises judgment in adapting technical communication to the customer's role and operational context.
• Independently performs installations, upgrades, and configuration of customer-specific hardware and software; analyzes system requirements, identifies conflicts, and determines corrective configuration actions.
• Accepts warm transfers from other technicians to continue remote support seamlessly; exercises judgment in determining when an in-progress remote session requires on-site continuation.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware; provides remote and on-site troubleshooting depending on issue characteristics.
• Independently troubleshoots and supports Windows operating systems, advanced Microsoft Office product issues, and other enterprise IT issues; upgrades software components as required to maintain system currency and security compliance.
• Provides customers with network technical support; instructs customers and support staff in the use of equipment and software, exercising judgment in determining the appropriate scope and depth of instruction.
• Independently interfaces with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution; exercises judgment in determining the appropriate technical partner and framing the technical handoff.
• Manages multiple simultaneous projects and support requests in a timely manner; exercises judgment in balancing competing project and incident demands at the forward-deployed location.
• Maintains accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls, coordinating with asset management as required; applies specialized knowledge of DoD property accountability standards.
• Supports after-hours on-call rotations as required to ensure continuous deskside coverage for J6 users at the forward-deployed location.
• Identifies recurring patterns across imaging, deployment, and deskside support activity; contributes recommendations for SOP improvements, baseline configuration updates, and procedural refinements to J6 program leadership.

Benefits

• 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.

What This Job Offers

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