Tier II Forward Deployed Deskside Technician (Mid-Level)

Empower AI•Arlington, VA

1d•Onsite

About The Position

Empower AI is seeking a Tier II Forward Deployed Deskside Technician (Mid-level) to provide exceptional customer service and IT support to federal agency leaders. This role is crucial for delivering innovative and cost-effective solutions that enable rapid adaptation in dynamic environments. The technician will operate within a TS/SCI classified environment at the forward-deployed Crystal City location, acting as a primary point of contact for IT support without continuous on-site Tier III supervision. The position involves independent application of systems analysis techniques for workstation configuration, hardware troubleshooting, application support, advanced installations, and on-site service calls for J6 customers.

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 certification.
CompTIA Security+ certification.
HDI Desktop Advanced Support Technician certification.

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+ certification.
Microsoft 365 Certified: Modern Desktop Administrator certification.
Dell TechDirect certification.

Responsibilities

Act as a model of customer service excellence to all organizational staff members.
Deliver Tier II deskside IT support at the forward-deployed Crystal City location in a TS/SCI classified environment.
Independently apply systems analysis techniques to perform workstation configuration, hardware troubleshooting, application support, advanced installations, and on-site service calls.
Exercise discretion and independent judgment in technical resolution decisions, prioritizing concurrent service calls, and coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams.
Independently deliver deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement.
Determine root cause and select technically appropriate remediation without requiring supervisor direction on individual incidents.
Resolve Tier II incidents in ServiceNow and independently perform on-site service calls in accordance with J6 procedures.
Prioritize concurrent calls across the forward-deployed user population.
Apply technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues.
Independently select diagnostic approach based on observed symptoms and system configuration.
Document all support activities, maintain accurate ticket records, and ensure all service requests are resolved within established SLA timeframes.
Capture detailed break-fix steps and resolutions in ServiceNow.
Provide advanced customer service and support, communicating with high-profile customers in a professional and courteous manner.
Adapt technical communication to the customer's role and operational context.
Independently perform installations, upgrades, and configuration of customer-specific hardware and software.
Analyze system requirements, identify conflicts, and determine corrective configuration actions.
Accept warm transfers from other technicians to continue remote support seamlessly.
Determine when an in-progress remote session requires on-site continuation.
Perform advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware.
Provide remote and on-site troubleshooting depending on issue characteristics.
Independently troubleshoot and support Windows operating systems, advanced Microsoft Office product issues, and other enterprise IT issues.
Upgrade software components as required to maintain system currency and security compliance.
Provide customers with network technical support.
Instruct customers and support staff in the use of equipment and software.
Determine the appropriate scope and depth of instruction.
Independently interface with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution.
Determine the appropriate technical partner and framing the technical handoff.
Manage multiple simultaneous projects and support requests in a timely manner.
Balance competing project and incident demands at the forward-deployed location.
Maintain accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls.
Coordinate with asset management as required.
Apply specialized knowledge of DoD property accountability standards.
Support after-hours on-call rotations as required to ensure continuous deskside coverage for J6 users at the forward-deployed location.
Identify recurring patterns across imaging, deployment, and deskside support activity.
Contribute recommendations for SOP improvements, baseline configuration updates, and procedural refinements to J6 program leadership.