VIP Support Technician (Mid-level)

Empower AI•Arlington, VA

About The Position

Empower AI is hiring a VIP Support Technician to provide dedicated Tier II support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher-classification networks. The technician independently diagnoses and resolves hardware, software, and connectivity issues, maintaining cradle-to-grave ownership of incidents and service requests and exercising independent judgment to prioritize and resolve customer needs. The role includes daily wellness visits for Level III Platinum VIP users between 6:30 AM and 10:00 AM; installing, configuring, re-imaging, and maintaining desktop and notebook systems; performing software updates and vulnerability remediation; troubleshooting network issues; and supporting PKI, identity management, and classified and unclassified mobility equipment. The technician also supports home installations and troubleshooting at VIP residences and Home SCIF facilities, prepares IT equipment for VIP travel, and provides rotational after-hours on-call support. The position requires a bachelor’s degree in a relevant technical discipline, or an accepted combination of advanced vendor certification and directly relevant experience, along with at least five years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration. Required certifications are ITIL v4 Foundations, CompTIA Security+, and HDI Desktop Advanced Support Technician. The role involves office and customer-site work and physical activity, including lifting and carrying equipment up to 50 pounds.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline, or an accepted equivalent combination of advanced vendor certification (including certification in the technology being applied) and directly relevant professional experience.
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 an office or customer-site environment.
Ability to move throughout office buildings and customer facilities.
Ability to stoop, kneel, crouch, or crawl as required 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 IT support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher-classification networks, retaining 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, determine immediate actions, and initiate resolution independently.
Respond to and resolve VIP incidents and service requests, prioritize VIP tickets above other workload, and document incidents promptly and accurately in ServiceNow.
Install, configure, re-image, and maintain VIP desktop and notebook systems; perform software updates and required vulnerability remediation.
Troubleshoot network issues using Fluke and whitelist MAC addresses to add the correct VLAN.
Serve as a Trusted Agent to support CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements.
Provision, test, and maintain classified and unclassified mobility equipment, including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices; maintain ready bench stock for rapid replacement.
Answer VIP calls in the Interactive Client software and respond to customer requests in the VIP team mailbox.
Provide rotational after-hours on-call support for VIP customers in one-week increments and determine whether incidents require immediate response or next-business-day action.
Support Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences, and Home SCIF facilities on a 24×7×365 basis.
Provision and test IT equipment for VIP travel missions, restock equipment upon return, and coordinate with SECDEF Communications and Chairman Communications as required.