Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
ResponsibilitiesEmpower AI: As an End User Devices (EUD) Deskside Support Technician (Tier 2) – Hampton Roads, you will act as a model of customer service excellence to all organizational staff members in supporting the DISA J6 user community. You will collaborate with a team of professionals to deliver comprehensive end-user support for software, hardware, and network-related issues. You will engage with customers daily to enhance productivity and effectively resolve IT challenges they may face with their desktops, laptops, software installations, and other essential needs. The Deskside Support Technician position requires advanced Tier 2 diagnostic skills and sound judgment, along with the ability to apply established workflows and procedures to identify, research, and resolve technical problems. Additionally, the technician will take the initiative to document, track, and monitor incidents and work orders, ensuring timely resolutions while contributing to ongoing improvements in service delivery. In assuming this position, you will be a critical contributor to meeting Empower AI’s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities
Document incidents thoroughly in the ticket tracking system, detailing break-fix steps and resolutions while analyzing patterns in reported issues to identify long-term solutions.Deliver exceptional customer service and support, ensuring professional communication with high-profile clients and using sound judgment to assess and meet their needs.Perform installations, upgrades, and configurations of customer-specific hardware and software, ensuring optimal performance with minimal supervision.Utilize critical thinking to provide efficient remote support, determining the best course of action in collaboration with fellow technicians.Conduct advanced troubleshooting to isolate and diagnose IT issues with desktop equipment and peripherals, assessing whether problems can be resolved independently or require team collaboration.Provide both remote and on-site troubleshooting for hardware and software, evaluating urgency and complexity to determine resolution or escalation.Proficiently troubleshoot Windows operating systems and advanced MS Office product issues, leveraging analytical skills to address diverse IT challenges.Evaluate and implement necessary software component upgrades, analyzing their impact on existing systems and user workflows.Offer technical support for network-related issues, applying logical reasoning to diagnose connectivity problems and implement effective resolutions.Instruct customers and support staff on the use of equipment and software, tailoring training methods to suit varying levels of understanding.Manage multiple projects simultaneously, prioritizing tasks and allocating resources effectively through independent decision-making.Collaborate with infrastructure, Network Operations, database, and development teams to resolve complex issues that require collective expertise.Stay current with emerging technologies and industry trends to continuously improve support strategies and solutions.Develop and maintain knowledge base articles to enhance team efficiency and provide customers with self-service solutions.Qualifications
Required Education and Experience
Bachelor’s Degree in IT related field or equivalent experienceRequired Experience: 4 - 6 years of professional experience supporting PC hardware and software systems. 8570 Level II Certification, Sec+ ITILv4 Foundation minimum certification preferred.
Qualifications
Clearance Required: US Department of Defense (DOD) issued Secret. Strong customer service orientation. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good written, oral, and interpersonal communication skills. Ability to present ideas in business-friendly and user-friendly language. Highly self-motivated and directed. Familiarity with ServiceNow ticketing system.Team-oriented and skilled in working within a collaborative environment.
Physical Requirements
This position requires the ability to perform the below essential functions:
Sitting for long periods.Standing for long periods.Ambulate throughout an office.Stoop, kneel, crouch, or crawl as required.Lift and carry weight up to 50 pounds repeatedly. About Empower AIIt is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.
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