Desktop Support Technician I

Job Description:

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

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the DigitalInnovation for General Services Administration (GSA) Infrastructure Technologies(DIGIT) task order, is relied upon to provide IT services that appropriately respond tothe time-sensitive needs of customers, including Very Important Persons (VIPs) andexecutives, and provide prompt referrals and escalations to an appropriate IT supportservice option. The EITSD provides support to users of GSA’s internal infrastructure aswell as applications and systems owned by various GSA Service and Staff Offices. TheEITSD is the centralized POC for GSA end users and customers to report incidents,submit requests, seek advice, and register complaints about GSA’s IT infrastructure,applications, and programs supported in the environment.As a Junior Computer User Support Specialist, your primary responsibility is ticketprocessing and resolution management, which includes detailed and cleardocumentation of the problems and the actions taken to resolve them. Customerservice is key to this position. You will provide on site technical assistance to computerusers by answering questions to resolve computer problems for the end user. Typicalassistance concerns the use of computer hardware and software, to include printing,installation, word processing, electronic mail, and operating systems.

Responsibilities:● Performs a variety of clerical and administrative duties pertinent to on sitesupport.● Responds to trouble tickets to resolve user problems.● Provides technical support through phone, email, and instant message to usersin the areas of password resets, e-mail, directories, standard MS Windowsdesktop applications, smartphones and network connectivity.● Provides personal computer support problem analysis, and hardware/softwareinstallation and configuration.● Interacts daily with customers to ensure productivity; provides individualfeedback.● Monitors team productivity and quality; provides individual feedback.● Maintains an audit trail and statistical records of all problems and conditionsreported by the client.

Qualifications

Requirements:● Public Trust Clearance (Or ability to obtain)● ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtainedwithin 120 days after hire.

High School Diploma or equivalent● Minimum 1 - 5 years of work experience.● At least one (1) year experience with Windows desktop support.● At least two (2) years experience working knowledge of remote tools.● Experience supporting industry standard software products.● Experience as a remote worker demonstrating time management and selfdiscipline.● Possesses and applies fundamental concepts, processes, practices, andprocedures on work assignments.● Performs work that requires practical experience and training.

● Work is performed remotely under supervision.● Contributes to deliverables and performance metrics.

Desired:● Must be willing to work a variety of shifts, including holidays as scheduled.● Possess the ability to communicate in both oral and written forms, demonstratingan ability to communicate effectively with all levels of staff as well as clients.● Familiarity with the following technologies: Windows, web browsers, and basicfunctions of Active Directory

Physical Requirements:The physical demands described below are representative of those that must be met byan employee to successfully perform the essential functions of this job. Reasonableaccommodation may be made to enable individuals with disabilities to perform theessential functions. While performing the duties of this job, the employee is regularlyrequired to do the following:● Personnel are expected to ensure the protection of proprietary company andcustomer information consistent with the company’s expectations of informationsecurity.● Communicate verbally and respond to verbal communications in person, over thephone or by video chat.● Communicate clearly and succinctly in writing, primarily utilizing a keyboard.● Sitting for long periods.● Viewing computer screens for long periods of time.● Travel may be required within a 50 mile radius.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.