Tier II Forward Deployed Deskside Technician (Mid-Level)

Empower AI Inc.•Arlington, VA

2d•$69,890 - $104,840•Onsite

About The Position

Empower AI is seeking a Tier II Forward Deployed Deskside Technician (Mid-level) to provide excellent customer service to federal agency staff. This role involves delivering Tier II deskside IT support in a TS/SCI classified environment at the Crystal City location, supporting DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. The technician will independently perform workstation configuration, hardware troubleshooting, application support, advanced installations, and on-site service calls. This position is critical to Empower AI's mission of delivering innovative, cost-effective solutions for dynamic environments. The primary duty involves the independent application of systems analysis techniques and specialized technical knowledge for Tier II deskside support, including diagnostic problem-solving across hardware, software, applications, and network connectivity. The candidate will exercise discretion and independent judgment in technical resolution, prioritizing service calls, and coordinating with various IT teams at a geographically separated site without continuous Tier III supervision. Responsibilities include resolving incidents in ServiceNow, performing on-site service calls, applying technical expertise to complex end-user issues, documenting support activities, providing advanced customer service to high-profile clients, performing installations and upgrades, accepting warm transfers for remote support, troubleshooting IT problems, supporting Windows operating systems and enterprise applications, providing network technical support, instructing users, interfacing with IT personnel, managing multiple projects, and maintaining records of Government Furnished Equipment (GFE). The role also involves identifying recurring issues and contributing to SOP improvements. After-hours on-call rotations are required.

Requirements

Active TS/SCI security clearance at time of award.
Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver Tier II deskside support at a forward-deployed location without continuous on-site Tier III supervision.
Ability to exercise discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams.
Working knowledge of enterprise endpoint computing, Windows operating systems, Microsoft Office, enterprise applications, network environments, and DoD GFE accountability.
Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents.
Strong customer service orientation with demonstrated experience supporting high-profile customer populations.
Ability to effectively prioritize and execute tasks across multiple concurrent service calls and projects in a forward-deployed environment.
Good written, oral, and interpersonal communication skills; ability to present technical ideas in business-friendly and user-friendly language.
Ability to conduct research into PC and software issues and products as required.
Highly self-motivated and directed; capable of operating with minimal supervision at a forward-deployed location.
Availability for after-hours on-call rotations as required.
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 Pentagon-based Tier III and infrastructure teams.
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 support, IT systems analysis, or forward-deployed Tier II deskside support 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 forward-deployed or geographically distributed IT operations.
Experience supporting TS/SCI classified environments is strongly preferred.
CompTIA A+
Microsoft 365 Certified: Modern Desktop Administrator
Dell TechDirect

Responsibilities

Delivering deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement.
Resolving Tier II incidents in ServiceNow and performing on-site service calls in accordance with J6 procedures.
Applying technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues.
Documenting all support activities, maintaining accurate ticket records, and ensuring all service requests are resolved within established SLA timeframes.
Providing advanced customer service and support, communicating with high-profile customers in a professional and courteous manner.
Performing installations, upgrades, and configuration of customer-specific hardware and software.
Accepting warm transfers from other technicians to continue remote support seamlessly.
Performing advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware.
Troubleshooting and supporting Windows operating systems, advanced Microsoft Office product issues, and other IT issues.
Upgrading software components as required to maintain system currency and security compliance.
Providing customers with network technical support.
Instructing customers and support staff in the use of equipment and software.
Interfacing with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution.
Managing multiple simultaneous projects and support requests in a timely manner.
Maintaining accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls.
Supporting after-hours on-call rotations as required to ensure continuous deskside coverage at the forward-deployed location.
Identifies recurring patterns across imaging, deployment, and deskside support activity; contributes recommendations for SOP improvements, baseline configuration updates, and procedural refinements to J6 program leadership.