VIP Support 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.

Primary Duty – VIP Systems Analysis, Cradle-to-Grave Ownership, and Independent Judgment

• Independently applies systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity failures for Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks; maintains single-ownership cradle-to-grave accountability for each incident and service request.
• Conducts daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM; independently analyzes and documents current issues impacting each VIP customer, determines appropriate immediate action, and initiates resolution without awaiting direction.
• Independently installs, configures, re-images, and maintains VIP desktop and notebook systems; performs software updates and vulnerability remediation; analyzes network issues using Fluke and determines appropriate VLAN whitelisting and MAC address configurations.
• Applies specialized knowledge of PKI infrastructure and identity management to serve as a Trusted Agent; independently supports CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements.
• Independently provisions, tests, and maintains classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users; maintains ready bench stock for rapid replacement and independently determines equipment readiness.
• Independently supports Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, JBAB), and Home SCIF facilities on a 24×7×365 basis.
• Independently provisions and tests all IT equipment for VIP travel missions; restocks upon return; coordinates with SECDEF Communications and Chairman Communications as required.
• Provides after-hours on-call support for VIP customers on a rotational basis for one-week increments; independently determines when after-hours incidents require immediate response versus next-business-day action.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for:

• Providing dedicated Tier II IT support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks, maintaining single ownership from cradle-to-grave for each incident and service request.
• Conducting daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM to receive current issues impacting the customer.
• Responding to and resolving VIP incidents and service requests, prioritizing VIP tickets above all other workload; documenting all incidents promptly and accurately in Service Now.
• Installing, configuring, re-imaging, and maintaining VIP desktop and…