Deskside Support Technician

NCI; Arlington (VA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Deskside Support Technician to join their Hardware Deployment Team. This role is pivotal in configuring, testing, and deploying hardware devices to enhance the efficiency of federal agency operations. You will provide technical support, troubleshoot IT issues, and maintain inventory controls while utilizing ITIL best practices. If you thrive in a fast-paced environment and are passionate about technology, this opportunity offers you a chance to make a significant impact on government operations and contribute to innovative solutions that drive transformation.

Qualifications

• 2+ years experience supporting PC hardware/software systems.
• Expert knowledge in knowledge management best practices.

Responsibilities

• Provide Tier 2 technical support for system users.
• Troubleshoot and diagnose IT problems on laptops and peripherals.
• Maintain accountability for IT equipment inventory.

Skills

Analytical Skills

Problem-Solving

Communication Skills

Multi-tasking

Attention to Detail

Education

Bachelor's Degree or equivalent

CompTIA Security+ Certification

Tools

Remedy

Defense Property Accountability System (DPAS)

Job description

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 2022 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

Empower AI: As a Deskside Support Technician working on the Hardware Deployment Team you will configure, test, and deploy laptops and other hardware devices to our JSP customers by providing express pickup service. You will troubleshoot, isolate, and diagnose IT problems on laptops and peripherals, including software and various hardware. 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.

Highlights of Responsibilities:

• Provide Tier 2 technical support for system users.
• Perform hardware installs, upgrades, and configure customer-specific hardware and software.
• Instruct customers on use of equipment and software.
• Perform troubleshooting to isolate and diagnose IT problems on laptop equipment and peripherals, including software and hardware.
• Maintain accountability for receiving and tracking IT equipment through the Defense Property Accountability System (DPAS).
• Maintain equipment inventory controls and policies.
• As a team, design, analyze, and maintain complex enterprise infrastructure environments.
• Coordinate with EUD senior technicians, leads, managers and IT support teams to resolve customer incidents/problems, fulfill service requests.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Complete and provide regular Service Desk metrics reports.
• Use Remedy to work and track customer service requests and trouble incident tickets.
• Complete training and utilize required tools to accomplish job functions.
• Meet customer requirements for Service Desk performance.
• Work Special Projects as assigned.

Qualifications

Qualifications:

• Clearance Required: US Department of Defense (DOD) issued Secret clearance.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices.
• Ability to multi-task and work under pressure and meet short timelines.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience:

• Required Experience: 2 or more years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelors or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE.
• Certification: CompTIA Security+.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods.
• Standing for long periods.
• Ambulate throughout an office.
• Stoop, kneel, crouch, or crawl as required.
• Repeatedly lift and carry weight up to 50 pounds.

About Empower AI

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.