Remote Support Technician (Solution Center) (Mid-level)

Empower AI Inc. • Remote,

7d • Remote

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 mid-level Tier II remote support without continuous direct supervision.
• Ability to exercise discretion and independent judgment in technical resolution decisions, in determining remote-versus-on-site disposition, and in escalating stalled or complex incidents.
• Working knowledge of enterprise desktop environments, Windows operating systems, remote access tools (including DameWare), NIPR and SIPR remote access troubleshooting, GFE accountability, and ITIL service management practices.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents remotely.
• Strong customer service orientation with demonstrated experience supporting DoD or other large federal customer populations.
• Ability to effectively prioritize and execute tasks across multiple concurrent remote support incidents in a high-pressure 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 in a remote work environment.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative remote environment, including effective escalation coordination with the Solution Center Lead and EUD Tier II technicians.
• 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 Tier II remote support, IT systems analysis, or enterprise endpoint computing 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 classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations.
• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Windows 11 OS Troubleshooting certification.

Responsibilities

• Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools; determines root cause and selects technically appropriate remediation without supervisor direction on individual incidents.
• Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting; exercises judgment in prioritizing personal workload to meet SLA targets.
• Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues; independently selects diagnostic approach based on observed symptoms.
• Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting.
• Independently troubleshoots specific software and hardware customer-related issues remotely, utilizing remote access tools and software; exercises judgment in determining when remote remediation is feasible.
• Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction.
• Collaborates with the Solution Center Lead to consult on complex or unresolved issues, seeking guidance and support when necessary; exercises judgment in determining when consultation versus independent resolution is appropriate.
• Independently escalates issues to EUD Tier II technicians when further resolution is required, ensuring seamless handover and effective problem resolution; frames technical handoffs so receiving technicians can act without redundant rediscovery.
• Maintains accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided.
• Stays current with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities.
• Adheres to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction.
• Independently performs remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinates with deskside technicians when on-site intervention is required; exercises judgment in determining remote-versus-on-site disposition.
• Independently supports NIPR and SIPR remote access troubleshooting, coordinating with network and security teams as needed; applies specialized knowledge of classified access environments.
• Monitors aging remote support tickets and proactively escalates stalled incidents to the Solution Center Lead; exercises judgment in identifying which tickets require escalation versus continued mid-level handling.

Benefits

• 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