Tier II Service Counter Technician - 1st Shift; 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.

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As the Tier II Service Counter Technician - 1st Shift (Mid-level), you will serve as the technical subject matter expert at the J6 walk-in service counter during 1st shift hours, in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) task as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to the problems presented at the counter — consulting with each walk-in user to determine functional requirements, analyzing those requirements against the configuration and security constraints of the affected system, and determining, testing, and modifying configurations based on the resulting specifications.

Each walk-in interaction 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 – 1st Shift Service Counter Systems Analysis, Configuration to Specification, and Independent Judgment

The primary duty of this position, in both importance and consequence to J6 operations, is the independent application of systems analysis techniques and specialized technical knowledge to diagnose, determine, and resolve the technical problems presented at the walk-in service counter during 1st shift hours. This includes consulting with users to determine their functional requirements; analyzing those requirements together with the configuration, security posture, and operational context of the affected systems;

and determining, testing, and modifying system and application configurations based on the resulting specifications. The candidate exercises discretion and independent judgment in determining technical resolution paths, in deciding when equipment exchange is appropriate versus continued in-place configuration and repair, and in selecting the escalation queue when an issue exceeds Tier II counter scope — without continuous direct supervision on individual technical decisions.

The technical execution of the resulting decisions — including the physical break-fix repair, hardware swap, software installation, DD Form 1150 processing, counter inventory upkeep, and maintenance of the counter environment — is incidental to, and performed in furtherance of, this primary analytical duty.

• Consults with each walk-in user to determine their functional requirements, translating the reported problem and operational need into the functional specifications that a compliant resolution must satisfy; applies systems…