Desktop Support Technician Security Clearance

Position: Desktop Support Technician I with Security Clearance
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. Responsibilities SUMMARY DIGIT is seeking a Deskside Support Technician to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.

May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.

The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA's IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency's shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning. RESPONSIBILITIES This position shall perform the following (to include but not limited to) activities:

- Performs a variety of clerical and administrative duties pertinent to onsite assistance.

- Replies to trouble tickets to resolve user problems.

- Provides expert technical assistance through in person communication, phone, email, ticketing management system and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.

- Provides personal computer support analysis, and hardware/software installation and configuration.

- Interacts daily with customers to ensure productivity; provides peer feedback.

- Maintains an audit trail and statistical records of all problems and conditions reported by the client.

- Escalate issues to vendor and third-party entities, as necessary and directed by the Government. Qualifications CONTRACT REQUIRED QUALIFICATIONS This following are REQUIRED for this position:

- Public Trust Clearance by start date.

- 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.

- Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or 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.

- Possess 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.

- Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.

- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks. CONTRACT DESIRED QUALIFICATIONS The following are DESIRED for this position:

- 2 years experience with Windows and/or Mac desktop support.

- 2 years experience with Smartphone support.

- 2 years experience with remote support tools.

- Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and Service Now.

- Must be willing to work a variety of…