Forward Deployed Deskside Technician; Mid-Level

Overview

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 – Forward Deployed Tier II Systems Analysis and Independent Judgment

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to perform Tier II deskside support at the forward‑deployed Crystal City location, including diagnostic problem‑solving across hardware, software, applications, and network connectivity domains. The candidate exercises discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon‑based infrastructure, Network Operations, database, and development teams — operating at a geographically separated forward‑deployed site without continuous on‑site Tier III supervision.

• Independently delivers deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement; determines root cause and selects technically appropriate remediation without requiring supervisor direction on individual incidents.
• Resolves Tier II incidents in Service Now and independently performs on‑site service calls in accordance with J6 procedures; exercises judgment in prioritizing concurrent calls across the forward‑deployed user population.
• Applies technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end‑user issues; independently selects diagnostic approach based on observed symptoms and system configuration.
• Documents all support activities, maintains accurate ticket records, and ensures all service requests are resolved within established SLA time frames; ensures detailed break‑fix steps and resolutions are captured in Service Now.
• Provides advanced customer service and support, communicating with high‑profile customers in a professional and courteous manner; exercises judgment in adapting technical communication to the customer’s role and operational context.
• Independently performs installations, upgrades, and configuration of customer‑specific hardware and software; analyzes system requirements, identifies conflicts, and determines corrective configuration actions.
• Accepts warm transfers from other technicians to continue remote support seamlessly; exercises judgment in determining when an in‑progress remote session requires on‑site continuation.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware; provides remote and on‑site troubleshooting depending on issue characteristics.
• Independently troubleshoots and supports Windows operating systems, advanced Microsoft Office product issues, and other enterprise IT issues; upgrades software components as required to maintain system currency and security compliance.
• Provides customers with network technical support; instructs customers and support staff in the use of equipment and software, exercising judgment in determining the appropriate scope and depth of instruction.
• Independently interfaces with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution; exercises judgment in determining the appropriate technical partner and framing the technical handoff.
• Manage…