Tier II Deskside Technician (Senior)

Empower AI Inc.•Falls Church, VA

6d•$75,430 - $116,770•Onsite

About The Position

Empower AI is seeking a highly skilled and experienced Tier II Deskside Technician (Senior) to provide advanced technical support for government agencies. This role involves serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks. The technician will be responsible for analyzing and remediating incidents that exceed mid-level technical capabilities, providing 24x7x365 dedicated deskside support at the PFPA Pentagon Operations Center and Pentagon Service Desk, and maintaining a 24x7 on-call capability for specific events. Key responsibilities include analyzing cyber vulnerability scan outputs, leading workstation imaging and deployment, managing CAC and SIPRNet PKI token operations, managing the MFA physical security token program, designing and executing manual software patching strategies, coordinating warranty repairs, providing advanced analytical support for conferences and events, documenting technical decisions, and identifying recurring technical patterns to recommend SOP improvements. The position requires a strong understanding of enterprise endpoint computing, DoD PKI policy, cyber vulnerability analysis, and asset accountability. The ideal candidate will possess excellent analytical and problem-solving skills, a strong customer service orientation within DoD or large federal environments, and the ability to work effectively in a high-pressure, 24x7 coverage environment.

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.
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.
7 or more years of progressively responsible professional experience in enterprise endpoint computing, IT systems analysis, or classified network administration 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 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

Serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzing incidents that exceed mid-level technical capability and determining remediation through advanced systems analysis.
Providing 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and Pentagon Service Desk (all network classifications); supporting 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
Analyzing cyber vulnerability scan output and prioritizing remediation on the most critical workstations across the endpoint fleet; coordinating prioritized remediation lists with J6 Cyber Security teams; contributing to the weekly Cyber Vulnerability Remediation Report.
Leading workstation imaging and deployment operations at Government-furnished dedicated imaging locations; validating builds against enterprise STIG and security standards; coordinating deployment schedules with users and providing post-installation verification.
Analyzing CAC and SIPRNet PKI token PIN reset and replacement incidents; providing after-hours analytical support at the Pentagon.
Serving as a Trusted Agent (TA) under DoD PKI policy to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercising specialized judgment in DoD PKI policy application.
Managing 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.
Designing and executing manual software patching strategies for standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; supporting the monthly Standalone Patching Compliance Report.
Facilitating warranty repair coordination via Dell TechDirect; analyzing diagnostics, managing repair coordination, ensuring testing and certification of returned equipment.
Providing advanced analytical support for conferences and events at NCR building locations; supporting user-embedded geographical support at approximately 12 dedicated OUSD and other locations.
Documenting technical decisions and analytical findings in ServiceNow; submitting digitally signed DD Form 1150 in DPAS within three business days; contributing trend analysis to the weekly Equipment on Hand Report.
Identifying recurring technical patterns across senior Tier II escalations and contributing recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.