Tier II Deskside Technician (Mid-level)

Empower AI•Falls Church, VA

3d•Onsite

About The Position

Empower AI is a company focused on providing AI solutions for government agencies, aiming to transform their workforce and enhance productivity. Headquartered in Reston, Va., Empower AI has a strong track record in Health, Defense, and Civilian missions, utilizing its Empower AI Platform® for sustainable transformation. The company is recognized as a 2024 Military Friendly Employer, highlighting its commitment to veterans and active-duty personnel. This role is for a Tier II Deskside Technician (Mid-level) within DISA’s Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract, focusing on providing excellent customer service and technical support across various classified networks.

Requirements

Shall possess at the time of award a Secret security clearance
Strong customer service orientation.
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 conduct research into PC and software issues and products.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
5 or more years of professional experience supporting a similar role.
Experience supporting a DoD or J6 customer is a plus.
ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician certifications.

Nice To Haves

CompTIA A+
Microsoft 365 Certified: Modern Desktop Administrator
Dell TechDirect certification

Responsibilities

Performs Tier II deskside computer workstation services across NIPRNet, SIPRNet, and higher classification networks, providing hardware and software installation, configuration, and repair/maintenance support.
Requests, receives, images, and prepares workstations with current OS, premium-load, and user-unique software at Government-furnished dedicated imaging locations; tracks issuance of end-user devices and resolves hardware/software conflicts.
Utilizes DameWare remote access tools to aid in resolution of customer incidents, software installation, and workstation re-imaging; manually installs software when electronic distribution methods are not viable.
Performs CAC and SIPRNet PKI token PIN resets during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provides after-hours CAC and SIPRNet PKI token PIN reset support at the Pentagon.
Serves as Trusted Agent (TA) to receive Joint Staff customer requests for SIPRNet PKI tokens, processes requests to the Registration Authority for token creation, and coordinates delivery to end-users (approximately 200 token-related tickets per month).
Manages MFA physical security token inventory including 100 YubiKey security tokens; provides user instruction on Government-approved MFA and 2FA physical security tokens; submits monthly MFA Security Token Inventory report.
Performs cyber vulnerability remediation on a minimum of 15 of the most vulnerable computers per network per week, 95% of the time; coordinates with J6 Cyber Security teams; submits weekly Cyber Vulnerability Remediation Report.
Performs manual software patching on approximately 150 standalone (non-networked) computers; publishes patching schedule and submits monthly Standalone Patching Compliance Report.
Preserves and restores customer data via backup when performing operations that risk data loss; ensures DAR application verification and compliant device security configurations on all required systems.
Submits digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; maintains bench stock equipment and reports anticipated shortfalls to Government leadership via weekly Equipment on Hand Report.