Tier II Deskside Technician; Senior

Job :  Job Location s: US-VA-Arlington Category: IT:
Support / Technician Type:
Regular Full-Time

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.

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:

• Serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzing incidents that exceed mid-level technical capability and determining remediation through advanced systems analysis.
• Providing 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and Pentagon Service Desk (all network classifications); supporting 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzing cyber vulnerability scan output and prioritizing remediation on the most critical workstations across the endpoint fleet; coordinating prioritized remediation lists with J6 Cyber Security teams; contributing to the weekly Cyber Vulnerability Remediation Report.
• Leading workstation imaging and deployment operations at Government-furnished dedicated imaging locations; validating builds against enterprise STIG and security standards; coordinating deployment schedules with users and providing post-installation verification.
• Analyzing CAC and SIPRNet PKI token PIN reset and replacement incidents; providing after-hours analytical support at the Pentagon.
• 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.
• Managing 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.
• Designing and executing manual software patching strategies for standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; supporting the monthly Standalone Patching Compliance Report.
• Facilitating warranty repair coordination via Dell Tech Direct; analyzing diagnostics, managing repair coordination, ensuring testing and certification of returned equipment.
• Providing advanced analytical support for conferences and events at NCR building locations; supporting user-embedded geographical support at approximately 12 dedicated OUSD and other locations.
• Documenting technical decisions and analytical findings in Service Now; submitting digitally signed DD Form 1150 in DPAS within three business days; contributing trend analysis to the weekly Equipment on Hand Report.
• Identifying recurring technical patterns…