Tier II Deskside Technician; Mid-level

Tier II Deskside Technician (Mid-level)

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.

Responsibilities

Position Overview As the Tier II Deskside Technician (Mid-level), you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will independently apply systems analysis techniques and specialized technical knowledge to analyze and resolve Tier II hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks;

design and modify workstation imaging configurations based on user-specific functional specifications; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze cyber vulnerability data and select appropriate remediation approaches across the endpoint fleet; and consult with users to determine functional specifications for hardware, software, peripheral, and authentication configurations. Each incident is a discrete systems-analysis problem requiring independent technical judgment applied to a user-specific or system-specific fact pattern.

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.

Primary Duty - Tier II Systems Analysis, PKI Trusted Agent Authority, and Independent Judgment The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to: analyze and diagnose Tier II incidents and select appropriate remediation; design and modify workstation imaging and software configurations to user-specific functional specifications; exercise Trusted Agent authority under DoD PKI policy for SIPRNet PKI token issuance;

analyze cyber vulnerability data and select remediation approaches; and consult with users to determine functional specifications. Each incident, token request, vulnerability remediation, and configuration decision is a discrete systems-analysis problem applied to a user-specific or system-specific fact pattern. The candidate exercises discretion and independent judgment in diagnosis, in resolution path selection, in PKI Trusted Agent authentication decisions, in vulnerability remediation prioritization, and in configuration design - without continuous direct supervision on individual technical decisions.

Technical execution of the resulting decisions is incidental to and performed in furtherance of this primary analytical duty.

Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Section 6.4 task requirements, the candidate is responsible for:

• Analyzing and diagnosing hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; determining root cause and selecting technically appropriate remediation for each incident.
• Consulting with users to determine functional specifications for hardware, software, peripheral, and authentication configurations.
• Designing and modifying workstation imaging configurations based on user-specific functional specifications; determining premium-load and user-unique software configurations; resolving imaging exceptions.
• Serving as a Trusted Agent (TA) under DoD PKI policy to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercising specialized judgment in DoD PKI policy application across approximately 200 token-related requests per month, each requiring an independent authentication decision affecting classified-network access.
• Analyzing CAC and SIPRNet PKI token PIN reset incidents during Core Business Hours at Pentagon, Taylor Building, and Mark Center; providing after-hours analytical support at the Pentagon.
• Managing MFA physical security token inventory including 100 Yubi Key security tokens; analyzing token assignment requests; providing…