Desktop Support Technician IV

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.

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices.

The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Subject Matter Expert (SME) Computer User Support Specialist
, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.

Responsibilities:

• Supports Deskside Support Operations in the GSA National Capital Region (NCR) and Central Office Regional Office Building.
• Performs a variety of clerical and administrative duties pertinent to onsite support.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Provides technical support onsite or through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
• Provides personal computer support problem analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides individual feedback.
• Contributes to Central Office operations and activities to include special projects in support of GSA IT requests and demands.
• Coordinate fix actions with other teams, document fix actions and assist junior technicians.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.

Requirements:

• Public Trust Clearance (Or ability to obtain)
• Associates Degree
• 7-12 years of work experience.
• At least one (1) year experience with Windows desktop support.
• At least two (2) years experience working knowledge of remote tools.
• At least two (2) years of experience managing 2 or more employees.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self discipline.
• ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.

• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.

• Has domain and expert technical knowledge.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.

• Contributes to deliverables and performance metrics and may supervise others

Desired:

• Must be willing to work a variety of shifts, including holidays as scheduled
• Possess the ability to…