Virtual Service Desk Technician

Empower AI Inc.

2d • Remote

About The Position

Empower AI is seeking a Virtual Service Desk Technician to provide technical assistance to computer users. This role involves answering questions and resolving computer problems for clients remotely via telephone or electronically. The technician will assist with hardware and software issues, including printing, installation, word processing, email, and operating systems. This position is part of a task order supporting the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) to drive digital transformation and deliver continuous improvement. The team utilizes advanced technologies like intelligent automation, AI, and machine learning to transform GSA's IT capabilities and shift offerings to a more flexible service delivery model, aiming for a fully digital experience.

Requirements

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others.
• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing and installations.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Nice To Haves

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.
• At least three (3) years experience with Windows and/or Mac desktop support.
• At least three (3) years experience with Smartphone support.
• At least three (3) years experience with remote support tools.

Responsibilities

• Performs a variety of clerical and administrative duties pertinent to remote assistance.
• Replies to trouble tickets to resolve user problems.
• Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.
• Provides personal computer support analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides peer feedback.
• Monitors team productivity and quality; provides colleague feedback.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED