Junior Computer User Support Specialist

Empower AI Inc. • Remote,

2d • Remote

About The Position

Empower AI is an AI company focused on serving government agencies. They provide tools to enhance workforce potential and facilitate transformation. Headquartered in Reston, Va., Empower AI has extensive experience in Health, Defense, and Civilian missions, utilizing their Empower AI Platform® for sustainable client transformation. The company aims to create a more creative and productive government workforce. Empower AI has been recognized as a 2024 Military Friendly Employer.

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is responsible for providing timely IT services to customers, including Very Important Persons (VIPs) and executives. This includes prompt referrals and escalations to appropriate IT support services. The EITSD serves as the central point of contact for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints regarding GSA’s IT infrastructure, applications, and programs.

As a Junior Computer User Support Specialist, the primary focus is on ticket processing and resolution, ensuring detailed documentation of problems and solutions. Excellent customer service is essential. The role involves providing technical assistance to computer users, answering questions, and resolving issues related to computer hardware, software, printing, installation, word processing, electronic mail, and operating systems.

Requirements

• Public Trust Clearance (Or ability to obtain)
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Performs work that requires practical experience and training
• Work is performed remotely under supervision.
• Contributes to deliverables and performance metrics.
• High School Diploma or equivalent
• Minimum 0 - 5 years of work experience.
• At least one (1) year experience with Windows desktop support.
• At least two (2) years experience working knowledge of remote tools.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self discipline.

Nice To Haves

• Must be willing to work a variety of shifts, including holidays as scheduled.
• Must be willing to work extended hours the last two weeks of the fiscal year.
• 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

• Performs a variety of clerical and administrative duties pertinent to Bus Apps/eTools.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Provides technical support 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 application support and software installation and configuration.
• Interacts daily with customers to ensure productivity; provides individual feedback.
• Monitors team productivity and quality; provides individual feedback.
• 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: Entry Level
• Education Level: High school or GED