VIP Support 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 – VIP Systems Analysis, TS/SCI Technical Support, 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, SIPRNet, and TS/SCI networks; maintains single-ownership cradle-to-grave accountability for each incident.
• 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 across all classification levels, determines appropriate immediate action, and initiates resolution.
• Independently installs, configures, re-images, and maintains VIP desktop and notebook systems across NIPRNet, SIPRNet, and TS/SCI environments; 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; maintains ready bench stock for rapid replacement.
• Serves as COMSEC Account Hand Receipt Holder in coordination with the J6 COMSEC and JS COMSEC accounts; independently manages classified COMSEC requirements at VIP residences and TS/SCI locations.
• 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 including TS/SCI requirements; restocks upon return; coordinates with SECDEF Communications and Chairman Communications.

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, SIPRNet, and TS/SCI 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 notebook systems; performing software updates and vulnerability remediation as mandated.
• Troubleshooting network issues with Fluke and whitelisting MAC addresses to add correct VLAN.
• Serving as a Trusted Agent to support CAC PIN Resets, SIPRNet token PIN resets, new SIPRNet token requests and replacements.
• Provisioning, testing, and maintaining classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP…