Tier II Deskside Technician (Mid-level)

Empower AI•Arlington, VA

2d•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 specific role, Tier II Deskside Technician, is crucial for supporting DISA's C4E J6 Service Delivery contract, ensuring excellent customer service and technical support across various networks.

Requirements

Active Secret security clearance at time of award.
Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to analyze Tier II incidents, design configurations, exercise DoD PKI Trusted Agent authority, and resolve technical issues without continuous direct supervision.
Ability to exercise discretion and independent judgment in incident diagnosis and resolution path selection, in PKI Trusted Agent authentication decisions under DoD PKI policy, in cyber vulnerability remediation prioritization, in imaging configuration design, and in DAR exception handling.
Working knowledge of enterprise endpoint computing, workstation imaging and configuration design, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, 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 technically complex incidents through independent 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 incidents and concurrent program responsibilities (Trusted Agent, MFA inventory, vulnerability remediation, standalone patching) in a high-pressure environment.
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 coordination with J6 Cyber Security teams and J6 Account Management.
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 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, or DoD security token program support.
CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect certification.

Responsibilities

Act as a model of customer service excellence to all organizational staff members.
Independently apply systems analysis techniques and specialized technical knowledge to analyze and resolve Tier II hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks.
Design and modify workstation imaging configurations based on user-specific functional specifications.
Serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance.
Analyze cyber vulnerability data and select appropriate remediation approaches across the endpoint fleet.
Consult with users to determine functional specifications for hardware, software, peripheral, and authentication configurations.
Independently analyze and diagnose hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; determine root cause through systems analysis techniques and select technically appropriate remediation for each incident based on user-specific and system-specific fact patterns.
Consult with users to determine functional specifications for hardware, software, peripheral, and authentication configurations; design configuration approaches that meet user-specific operational requirements while maintaining J6 baseline compliance.
Design and modify workstation imaging configurations based on user-specific functional specifications; determine premium-load and user-unique software configurations for each workstation; exercise specialized judgment in resolving imaging exceptions and configuration conflicts where the standard baseline does not meet operational requirements.
Serve 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; exercise specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access; coordinate token delivery to end users.
Independently perform CAC and SIPRNet PKI token PIN reset analysis during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provide after-hours analytical support at the Pentagon; exercise specialized judgment in identifying authentication failure root cause and selecting reset approach.
Independently manage MFA physical security token inventory including 100 YubiKey security tokens; analyze token assignment requests, consult with users to determine MFA functional specifications, and provide specialized user instruction on Government-approved MFA and 2FA physical security tokens; produce monthly MFA Security Token Inventory analysis for Government leadership.
Analyze cyber vulnerability scan output to identify the most vulnerable computers across the endpoint fleet; select appropriate remediation approaches for each vulnerability based on system-specific risk and operational impact; remediate a minimum of 15 of the most vulnerable computers per network per week, with 95% remediation accuracy reflecting accountability for the analytical work performed; coordinate with J6 Cyber Security teams on complex vulnerability classes; produce the weekly Cyber Vulnerability Remediation Report with analytical findings.
Design and execute manual software patching strategies for approximately 150 standalone (non-networked) computers; determine patch sequencing, validation procedures, and rollback contingencies for each standalone system; publish patching schedule and produce the monthly Standalone Patching Compliance Report with analytical findings on compliance posture.
Utilize DameWare remote access tools as one of multiple resolution approaches; independently determine whether electronic distribution, remote configuration modification, or on-site analytical intervention is the appropriate technical approach for each incident.
Analyze data preservation requirements when performing operations that risk data loss; design backup, restore, and verification sequencing for each operation; ensure DAR application verification and compliant device security configurations on all required systems; exercise specialized judgment in DAR exception cases.
Document technical decisions, configuration rationale, root-cause analyses, and remediation outcomes in ServiceNow; submit digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; analyze bench stock equipment requirements and produce the weekly Equipment on Hand Report with anticipated shortfall analysis for Government leadership.
Identify recurring technical patterns across Tier II incidents, vulnerability classes, and token-request scenarios; contribute recommendations for SOP improvements, baseline configuration updates, and PKI Trusted Agent procedural refinements to J6 program leadership.