Desktop Support Technician ; Virtual Service Tech

Overview

Empower AI is AI for government, delivering solutions to federal agencies to enhance workforce productivity and innovation. Our Platform® supports sustainable transformation tailored to each client’s mission and resources.

SUMMARY

DIGIT seeks a Virtual Service Technician for a fully remote end‑user device support team, focusing on new hardware deployment during the refresh process. Responsibilities include scheduling Google Meet appointments, managing assets and tickets via Service Now, and collaborating with the refresh care team and IT departments.

RESPONSIBILITIES

• Perform clerical and administrative duties for the Help Desk.
• Provide phone, remote, and desk‑side technical support for email, directories, Google Suite, Windows desktop applications, and network connectivity.
• Document issues, create incident tickets, and report common error trends.
• Install, configure, and troubleshoot PC hardware and software.
• Resolve user software and hardware issues efficiently.
• Interact daily with customers to ensure productivity and provide feedback.
• Schedule and coordinate all training activities.
• Schedule appointments for new government assets and assist with delivery/return of assets.
• Maintain and advertise the daily event calendar.
• Keep up‑to‑date knowledge of company products, service procedures, and offerings.
• Monitor team productivity and quality, providing feedback.
• Answer phones, manage the Help Desk mailbox, and provide web assistance.
• Track daily statistics, generate reports, and maintain audit trails.
• Escalate issues to vendors or third‑party entities as required.

CONTRACT REQUIRED QUALIFICATIONS

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and Certification, achievable within 120 days after hire.
• Apply fundamental ITIL concepts and processes.
• Perform work with practical experience and training.
• Work under supervision while providing technical assistance to computer users.
• Communicate effectively in oral and written forms with all staff levels.
• Adhere to standard working hours and be available for meetings.
• Apply comprehensive knowledge across key tasks, using experience to accomplish assignments.

CONTRACT DESIRED QUALIFICATIONS

• ITILv4 Foundation Certification.
• Proficiency in Google Suite, Microsoft Office, Slack, and Service Now.
• Willingness to work a variety of shifts, including holiday schedules.

EDUCATION AND EXPERIENCE

• 0–5 years of experience and high school diploma.
• Remote work experience demonstrating time management, self‑discipline, cultural change management, and an Agile mindset.

• Maintain a safe home workspace in line with security policies.
• Communicate verbally, orally, and in writing, primarily using a keyboard.
• Appear on camera for meetings, ensuring information security compliance.
• View computer screens and sit for long periods.
• No travel required.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available. The company is not to discriminate against any applicant for employment on any basis and is a VEVRAA Federal Contractor.