Field Support Technician - Onsite Anchor

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.

Empower AI is seeking a motivated Field Support Technician - Onsite Anchor to serve as the on-site IT decision-maker for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. Operating without on-site supervision, the technician analyzes escalated issues involving end-user computing, printers, mobile devices, and communications equipment to determine root cause and the appropriate resolution approach;

decides when remote Tier II/III, engineering, or vendor involvement is required; determines deployment and refresh approach for site workstations; and analyzes site asset records to recommend lifecycle actions. The role requires travel within the assigned region, sound independent judgment, and the ability to represent IT to site leadership. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN ANDOVER, MA WITH UP TO 25% OF TRAVEL INVOLVED.

JOB DUTIES:

• Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on-site supervision.

• Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.

• Determine deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG-compliant images and provisioning tools.

• Assess printer, multi-function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.

• Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.

• Analyze site asset records and physical inventory results, identify discrepancies and their likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.

• Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and site‑specific procedures for reuse.

• Assess site conditions, recurring issues, and security posture; apply secure configuration…