OMC Deskside Technician (Mid-level)

Empower AI • Arlington, VA

3d • Onsite

About The Position

Empower AI is seeking an OMC Deskside Technician (Mid-Level) to provide exceptional customer service and IT support to federal agency leaders, specifically within the 6.14.12 Office of Military Commissions Dedicated Support (OPTIONAL) as part of DISA’s C4E J6 Service Delivery contract. This role involves resolving hardware and software issues, supporting VTC operations, and ensuring compliance with OMC ITSM standards across various secure network environments (NIPRNET, SIPRNET, JWICS, and SAP). The technician will independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II issues, utilizing ITIL-based ITSM processes and exercising independent judgment without continuous direct supervision. This position is crucial for Empower AI's mission to deliver innovative, cost-effective solutions that enable customers to adapt to dynamic environments, fostering a more creative and productive government workforce.

Requirements

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve complex OMC IT problems across TS/SCI environments without continuous direct supervision.
• Working knowledge of enterprise endpoint computing, ITIL ITSM practices, VTC operations, and TS/SCI classified network environments.
• Strong customer service orientation with demonstrated experience in mission-critical or classified IT support environments.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products.
• Highly self-motivated and directed; capable of operating with minimal supervision.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative environment.
• Bachelor’s Degree in IT, Computer Science, or related field; or equivalent combination of 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 classified network administration.
• ITIL v4 Foundations certification.
• CompTIA Security+ certification.
• HDI Desktop Advanced Support Technician certification.

Nice To Haves

• Prior experience supporting a DoD or J6 or OMC customer environment is strongly preferred.
• CompTIA A+ certification.
• Microsoft 365 Certified: Modern Desktop Administrator certification.

Responsibilities

• Act as a model of customer service excellence to all organizational staff members.
• Provide mid-level IT help desk and deskside support to OMC users.
• Resolve hardware and software issues.
• Support VTC operations.
• Ensure compliance with OMC ITSM standards.
• Independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity issues for OMC users across NIPRNET, SIPRNET, JWICS, and SAP environments.
• Determine root cause and select technically appropriate remediation using ITIL IT Service Management (ITSM) model including First Call Resolution and Impact and Priority Based Incident Categorization.
• Provide O&M support for OMC desktop, laptop, and tablet information systems.
• Image information systems using the Government-provided OS image.
• Exercise judgment in determining appropriate imaging and configuration actions.
• Provide onboarding and provisioning of new accounts and deprecation for departing users.
• Ensure all provisioning complies with OMC IT security requirements.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting.
• Facilitate mapping and troubleshooting of user access to shared network resources.
• Provide surge support to NSGB for OMC users participating in court hearings and trial activities.
• Prioritize and respond to surge support requirements.
• Document all support activities and resolutions in ServiceNow.
• Provide timely customer feedback, monitor and update assigned ticket status, and ensure warm hand-off and escalation.
• Support computer peripheral device, software, and mobile device requests, installation, and troubleshooting IAW established OMC policies and procedures.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Submit tickets for all reported incidents, work orders, and service requests.
• Support software requests, installation, and troubleshooting IAW established policies and procedures.
• Support mobile device requests, issuance, accountability, and troubleshooting.
• Document all support activities and resolutions accurately in the ServiceNow ticketing system.
• Perform additional duties as assigned.

Benefits

• All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success.
• Empower AI is a VEVRAA Federal Contractor.

What This Job Offers

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