Tier II Deskside Technician (Mid-level)

Empower AI Inc.•Falls Church, VA

4d•Onsite

About The Position

Empower AI is seeking a Tier II Deskside Technician (Mid-level) to provide exceptional customer service to federal agency staff. This role is part of DISA’s Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. The technician will offer Tier II deskside and remote support across NIPRNet, SIPRNet, and higher classification networks, resolving hardware and software issues, performing workstation imaging and deployment, and supporting security compliance activities such as cyber vulnerability remediation and standalone patching.

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 as required.
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.
ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician

Nice To Haves

Experience supporting a DoD or J6 customer is a plus.
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.