VIP Support Technician (Mid-level)

Empower AI Inc.•Arlington, VA

2d•$65,600 - $101,540

About The Position

Empower AI is hiring a VIP Support Technician to provide dedicated Tier II IT support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher-classification networks. The role requires independent systems analysis, specialized technical judgment, and cradle-to-grave ownership of incidents and service requests, including prompt and accurate documentation in ServiceNow. The technician conducts daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM, installs and maintains VIP desktop and notebook systems, troubleshoots network issues, and supports identity and PKI-related tasks as a Trusted Agent. The position also provisions and maintains classified and unclassified mobility devices, supports VIP travel missions, and provides Home Kit installations and troubleshooting at VIP residences and Home SCIF facilities throughout the NCR and specified military bases. The role includes rotational after-hours on-call support in one-week increments and support for home facilities on a 24×7×365 basis. The position requires a bachelor's degree in a related technical discipline or an accepted equivalent combination of advanced vendor certification and relevant professional experience, at least five years of relevant professional experience, and ITIL v4 Foundations, CompTIA Security+, and HDI Desktop Advanced Support Technician certifications. The advertised annual base salary range is USD $65,600 to $101,540.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; an equivalent combination of advanced vendor certification, including certification in the technology being applied, and directly relevant professional experience may be accepted in lieu of a degree.
At least 5 years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration.
ITIL v4 Foundations certification.
CompTIA Security+ certification.
HDI Desktop Advanced Support Technician certification.
Ability to sit and stand for extended periods in a professional office or customer-site environment.
Ability to walk throughout office buildings and customer facilities.
Ability to stoop, kneel, crouch, or crawl to access equipment in confined spaces.
Ability to repeatedly lift and carry equipment weighing up to 50 pounds.

Nice To Haves

Prior experience supporting a DoD or J6 VIP customer environment is strongly preferred.
CompTIA A+ certification.
Microsoft 365 Certified: Modern Desktop Administrator certification.

Responsibilities

Provide dedicated Tier II support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher-classification networks, maintaining cradle-to-grave ownership of incidents and service requests.
Conduct daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM, identify and document customer issues, and initiate appropriate action independently.
Prioritize VIP tickets, respond to and resolve incidents and service requests, and document them promptly and accurately in ServiceNow.
Install, configure, re-image, update, and maintain VIP desktop and notebook systems, including vulnerability remediation.
Troubleshoot network issues using Fluke equipment and configure MAC address whitelisting for the appropriate VLAN.
Serve as a Trusted Agent for CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements.
Provision, test, and maintain classified and unclassified VIP mobility equipment, including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices, and maintain ready bench stock for replacements.
Answer VIP calls through Interactive Client software and respond to requests in the VIP team mailbox.
Provide rotational after-hours on-call support in one-week increments and determine whether incidents require immediate response or next-business-day action.
Install Home Kits and troubleshoot on site at approximately 75 VIP residences throughout the NCR, on-base residences at Ft. Myer, McNair, and Joint Base Anacostia Bolling, and Home SCIF facilities on a 24×7×365 basis.
Provision and test IT equipment for VIP travel missions, restock it upon return, and coordinate with SECDEF Communications and Chairman Communications.