Tier II Deskside Technician; Senior

Tier II Deskside Technician (Senior)

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.

As the Tier II Deskside Technician (Senior), 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 advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation point for Tier II Deskside operations across NIPRNet, SIPRNet, and higher classification networks;

lead workstation imaging and deployment operations; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability data on the most critical workstations; and provide on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response.

• Independently serves as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzes incidents that exceed mid-level technical capability and determines root cause through advanced systems analysis; selects technically appropriate remediation without supervisor direction on individual incidents.
• Provides 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and at the Pentagon Service Desk across all network classifications; independently determines incident prioritization and response posture during periods without on-site supervision; supports 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzes cyber vulnerability scan output to identify and prioritize remediation on the most critical workstations across the endpoint fleet; exercises specialized judgment in vulnerability prioritization and remediation approach selection; coordinates with J6 Cyber Security teams on prioritized remediation lists; contributes to the weekly Cyber Vulnerability Remediation Report.
• Leads workstation imaging and deployment operations at Government-furnished dedicated imaging locations; designs imaging configurations based on user-specific functional specifications; independently validates builds against enterprise STIG and security standards; coordinates deployment schedules with users and provides post-installation verification analysis.
• Independently analyzes CAC and SIPRNet PKI token PIN reset and replacement incidents; exercises specialized judgment in identifying authentication failure root cause and selecting reset or replacement approach; provides after-hours analytical support at the Pentagon.
• Serves as a Trusted Agent (TA) under DoD PKI policy with authority to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercises specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access.
• Independently manages MFA physical security token program including Yubi Key inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis for Government leadership.
• Designs and executes manual software patching strategies for standalone (non-networked) computers; determines patch sequencing, validation procedures, and rollback contingencies; contributes to the patching schedule and the monthly Standalone Patching Compliance Report.
• Independently facilitates warranty repair coordination via Dell Tech Direct and other Government-approved vendor tools; analyzes diagnostics, manages repair coordination, and ensures testing and certification of returned equipment.
• Provides advanced analytical support for conferences and events at NCR building locations; supports user-embedded geographical support at approximately 12 dedicated OUSD and other locations through systems analysis tailored to each user…