Service Counter Technician - 2nd Shift; 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 – 2nd Shift Service Counter Systems Analysis, Configuration to Specification, and Independent Judgment

The primary duty of this position, in both importance and consequence to J6 operations, is the independent application of systems analysis techniques and specialized technical knowledge to diagnose, determine, and resolve the technical problems presented at the walk-in service counter during 2nd shift hours. This includes consulting with users to determine their functional requirements; analyzing those requirements together with the configuration, security posture, and operational context of the affected systems;

and determining, testing, and modifying system and application configurations based on the resulting specifications. The candidate exercises discretion and independent judgment in determining technical resolution paths, in deciding when equipment exchange is appropriate versus continued in-place configuration and repair, and in selecting the escalation queue when an issue exceeds Tier II counter scope — without continuous direct supervision on individual technical decisions.

The technical execution of the resulting decisions — including the physical break-fix repair, hardware swap, software installation, DD Form 1150 processing, counter inventory upkeep, and maintenance of the counter environment — is incidental to, and performed in furtherance of, this primary analytical duty.

• Consults with each walk-in user to determine their functional requirements, translating the reported problem and operational need into the functional specifications that a compliant resolution must satisfy; applies systems analysis techniques to evaluate those requirements against the configuration, security, and interoperability constraints of the affected system.
• Independently analyzes and diagnoses complex hardware, software, and connectivity failures presented at the service counter; determines root cause through systems analysis techniques rather than scripted procedure, and selects the technically appropriate remediation for each user-specific fact pattern.
• Determines, tests, and modifies system and application configurations based on the functional specifications derived from user consultation and analysis; identifies hardware and software conflicts and determines the corrective configuration actions required to return each system to specification and maintain J6 baseline compliance.
• Exercises discretion and independent judgment in determining whether equipment exchange, in-place configuration modification, or escalation is the appropriate technical course of action for each incident; evaluates the competing resolution paths and acts after considering the alternatives.
• Determines device disposition (reimage, repair, replace, or escalate) for each system presented; specifies the imaging and configuration requirements to the imaging team based on the user's functional requirements and the analysis of the device, and exercises judgment in resolving configuration exceptions.
• Selects the appropriate escalation queue when an incident exceeds Tier II walk-in counter scope, framing the technical specification of the handoff to deskside or Tier III teams based on the diagnostic findings.
• Analyzes system requirements…