Desktop Support Technician II; Virtual Service Tech

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.

• Keeping a schedule of Google Meet appointments directly interfacing with end‑user customers.
• Supporting IT asset management through the Service Now application for asset and ticket management.
• Collaborating with the refresh care team, including IT warehouse personnel, and team members across various IT services departments (IT Asset Management, Regional Office Base Desk Side Services, Mobile Device Management, and the IT Help Desk).
• Performing a variety of clerical and administrative duties pertinent to Help Desk.
• Providing phone, remote, and desk‑side technical support to users in the areas of e‑mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.
• Documenting all issues and generating incident tickets, detailing common issues or error trends.
• Providing personal computer support, problem analysis, and hardware/software installation and configuration.
• Working with end users, resolving their software and hardware issues efficiently.
• Interacting daily with customers to ensure productivity; providing individual feedback.
• Responsible for scheduling and coordinating all training activities.
• Communicating with end users to schedule appointments to set up new Government assets—either mobile or laptop—and assist end users with delivery/return of assets.
• Maintaining and posting the daily event calendar; preparing and advertising future Help Desk event calendar.
• Maintaining up‑to‑date knowledge of all company products, service procedures, and offerings to properly assist users.
• Monitoring team productivity and quality; providing individual feedback.
• Providing Help Desk assistance, including answering phones and monitoring the Help Desk mailbox.
• Maintaining and verifying daily statistics; generating daily statistical reports.
• Maintaining an audit trail and statistical records of all problems and conditions reported by the client.
• Escalating issues to vendor and third‑party entities, as necessary and directed by the Government.

• Public Trust Clearance by start date.
• 2–7 years of experience and high school diploma.
• Experience as a remote worker demonstrating time management and self‑discipline with cultural change management and Agile mindset.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments; assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Provides technical assistance to computer users; answers questions or resolves computer problems for clients in person, via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing and installations.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possesses the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintains…