Deskside Technician; Rkb); Journeyman

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.

Description
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Empower AI is seeking an experienced Deskside Technician (RKB) - Secret Cleared to perform in-depth diagnostic analysis and resolution of escalated Tier II end-user computing, printing, and classroom technology issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across NIPRNet, SIPRNet, and JWICS enclaves. The technician determines root cause and business impact, decides resolution strategy and escalation, evaluates endpoint configurations against the enterprise baseline and STIG requirements and implements corrections with administrative privileges, plans and executes workstation deployments, assesses the security impact of every change, and analyzes escalation trends to recommend permanent fixes and Tier I enablement.

This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. Additionally, you will be required to provide on-site Printer Support
. In this role, you will analyze printer and multi-function device faults, determine the appropriate resolution path, manages consumables and vendor escalation, and keeps the headquarters printer fleet STIG-compliant, inventoried, and available, while supporting Tier II deskside resolution for end users

THIS IS AN ONSITE ROLE IN QUANTICO, VA (RKB) WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Perform in-depth diagnostic analysis of complex hardware, software, peripheral, printing, and network connectivity issues escalated to Tier II, determine root cause and business impact, and independently decide the resolution strategy and whether escalation to Tier III, endpoint engineering, or vendors is warranted.
• Analyze endpoint configurations, Group Policy results, user profiles, permissions, and application behavior against the enterprise baseline and STIG requirements, determine the required corrections, and implement them using administrative tools and credentials.
• Plan and execute workstation deployments and hardware refresh activities, determining image selection, configuration options, sequencing, and data migration approach, and validating encryption and security posture after deployment.
• Assess readiness of training center and classroom technology (student laptops, networking, audio-visual systems) prior to sessions, determine corrective actions, and resolve faculty and student issues in real time using independent judgment.
• Evaluate the security impact of every configuration change, consult NVD/CVE resources to assess relevant vulnerabilities, determine and apply appropriate remediation, and provide artifacts supporting the endpoint POA&M.
• Analyze escalation trends and recurring issues, identify candidates for permanent fixes or Tier I enablement, and author knowledge articles and standard procedures that change how issues are handled at lower tiers.
• Analyze hardware lifecycle and inventory data for assigned sites, recommend refresh, redeployment, and disposition actions, and execute the Customer-Confirmed Ticket Closure process with complete documentation of decisions and actions.
• Evaluate enterprise printer and multi-function device issues, determine whether resolution requires print server, queue, driver, firmware, STIG, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• Serve as the site's enterprise printer and multi-function device (MFD) point of…