Tier II Deskside Technician; Mid-level

Tier II Deskside Technician (Mid-Level)

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.

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.

As the Tier II Deskside Technician (Mid-level), you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will independently apply systems analysis techniques and specialized technical knowledge to analyze and resolve Tier II hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks;

design and modify workstation imaging configurations based on user-specific functional specifications; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze cyber vulnerability data and select appropriate remediation approaches across the endpoint fleet; and consult with users to determine functional specifications for hardware, software, peripheral, and authentication configurations. Each incident is a discrete systems-analysis problem requiring independent technical judgment applied to a user-specific or system-specific fact pattern.

In assuming this position, you will be a critical contributor to meeting Empower AI's mission:
To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to: analyze and diagnose Tier II incidents and select appropriate remediation; design and modify workstation imaging and software configurations to user-specific functional specifications; exercise Trusted Agent authority under DoD PKI policy for SIPRNet PKI token issuance; analyze cyber vulnerability data and select remediation approaches;

and consult with users to determine functional specifications.

• Independently analyzes and diagnoses hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; determines root cause through systems analysis techniques and selects technically appropriate remediation for each incident based on user-specific and system-specific fact patterns.
• Consults with users to determine functional specifications for hardware, software, peripheral, and authentication configurations; designs configuration approaches that meet user-specific operational requirements while maintaining J6 baseline compliance.
• Designs and modifies workstation imaging configurations based on user-specific functional specifications; determines premium-load and user-unique software configurations for each workstation; exercises specialized judgment in resolving imaging exceptions and configuration conflicts where the standard baseline does not meet operational requirements.
• Serves as a Trusted Agent (TA) under DoD PKI policy with authority to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercises specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access; coordinates token delivery to end users. The Trusted Agent workload averages approximately 200 token-related requests per month, with each request requiring independent application of DoD PKI policy to a user-specific authentication decision.
• Independently performs CAC and SIPRNet PKI token PIN reset analysis during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provides after-hours analytical support at the Pentagon; exercises specialized judgment in identifying authentication failure root cause and selecting reset approach.
• Independently manages MFA physical security token inventory including 100 Yubi Key security tokens; analyzes token assignment requests, consults with users to determine MFA functional specifications, and provides specialized user instruction on Government-approved MFA and 2FA physical security tokens; produces monthly MFA Security Token Inventory analysis for Government leadership.
• Analyzes…