Tier II Deskside Technician (Senior)

Empower AI Inc.•Arlington, VA

12d•$65,600 - $101,540•Onsite

About The Position

Empower AI is seeking a highly skilled and experienced Tier II Deskside Technician (Senior) to join their team supporting federal agencies. This role involves providing excellent customer service and acting as a primary technical escalation point for Tier II Deskside operations across various classified networks. The technician will lead workstation imaging and deployment, serve as a Trusted Agent for PKI token issuance, analyze cyber vulnerabilities, and provide 24x7 support for critical operations and events. This position requires advanced systems analysis techniques, specialized technical knowledge, and the ability to exercise independent judgment without continuous direct supervision. The goal is to contribute to Empower AI's mission of delivering innovative solutions that enable rapid adaptation in dynamic environments.

Requirements

Active TS/SCI security clearance at time of award.
Demonstrated ability to independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation resource for a Tier II deskside operation without continuous direct supervision.
Ability to exercise significant discretion and independent judgment in escalated incident diagnosis and resolution, in DoD PKI Trusted Agent authentication decisions, in cyber vulnerability prioritization, in imaging configuration validation, in 24x7x365 PFPA Operations Center response posture, and in CAPSTONE event analytical support.
Working knowledge of enterprise endpoint computing, workstation imaging and STIG configuration validation, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, Dell TechDirect warranty coordination, standalone patching design, DameWare remote access, DAR application verification, and DPAS asset accountability.
Strong analytical and problem-solving skills with a demonstrated record of resolving the most technically complex Tier II incidents through independent advanced systems analysis.
Strong customer service orientation with demonstrated experience in DoD or other large federal customer environments.
Ability to effectively prioritize and execute analytical tasks across multiple concurrent escalations in a high-pressure, 24x7-coverage environment.
Availability for on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response.
Good written, oral, and interpersonal communication skills; ability to present technical decisions and analytical findings in business-friendly and user-friendly language.
Ability to conduct research into PC and software issues and products as required to support technical decisions.
Highly self-motivated and directed; capable of operating with minimal supervision on individual technical decisions.
Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
Team-oriented and skilled in working within a collaborative environment, including mentoring junior personnel and coordinating with J6 Cyber Security.

Nice To Haves

Prior experience supporting a DoD or J6 customer environment, including PKI/Trusted Agent operations, classified network experience, 24x7 critical-facility coverage, or DoD security token program support.
CompTIA A+
Microsoft 365 Certified: Modern Desktop Administrator
Dell TechDirect certification

Responsibilities

Independently serves as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzes incidents that exceed mid-level technical capability and determines root cause through advanced systems analysis; selects technically appropriate remediation without supervisor direction on individual incidents.
Provides 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and at the Pentagon Service Desk across all network classifications; independently determines incident prioritization and response posture during periods without on-site supervision; supports 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
Analyzes cyber vulnerability scan output to identify and prioritize remediation on the most critical workstations across the endpoint fleet; exercises specialized judgment in vulnerability prioritization and remediation approach selection; coordinates with J6 Cyber Security teams on prioritized remediation lists; contributes to the weekly Cyber Vulnerability Remediation Report.
Leads workstation imaging and deployment operations at Government-furnished dedicated imaging locations; designs imaging configurations based on user-specific functional specifications; independently validates builds against enterprise STIG and security standards; coordinates deployment schedules with users and provides post-installation verification analysis.
Independently analyzes CAC and SIPRNet PKI token PIN reset and replacement incidents; exercises specialized judgment in identifying authentication failure root cause and selecting reset or replacement approach; provides after-hours analytical support at the Pentagon.
Serves as a Trusted Agent (TA) under DoD PKI policy with authority to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercises specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access.
Independently manages MFA physical security token program including YubiKey inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis for Government leadership.
Designs and executes manual software patching strategies for standalone (non-networked) computers; determines patch sequencing, validation procedures, and rollback contingencies; contributes to the patching schedule and the monthly Standalone Patching Compliance Report.
Independently facilitates warranty repair coordination via Dell TechDirect and other Government-approved vendor tools; analyzes diagnostics, manages repair coordination, and ensures testing and certification of returned equipment.
Provides advanced analytical support for conferences and events at NCR building locations; supports user-embedded geographical support at approximately 12 dedicated OUSD and other locations through systems analysis tailored to each user community.
Documents technical decisions, configuration rationale, root-cause analyses, and remediation outcomes in ServiceNow; submits digitally signed DD Form 1150 in DPAS within three business days; analyzes bench stock requirements and contributes trend analysis to the weekly Equipment on Hand Report.
Identifies recurring technical patterns across senior Tier II escalations, vulnerability classes, and Trusted Agent requests; contributes recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.