Deskside Technician (linthicum, Md)

Empower AI Inc.; Linthicum (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Empower AI Inc. in Linthicum, MD is seeking a Deskside Technician to analyze and resolve Tier II end-user computing issues for a government IT program.

The role is onsite with up to 10% travel and requires a TS clearance; you will diagnose hardware/software problems, implement STIG-compliant fixes, and coordinate with vendors. You will assess enterprise endpoint configurations, perform image deployment, and document resolutions for the knowledge base.

Qualifications

• Bachelor's degree and 5 years of related experience.
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility.

Responsibilities

• Analyze escalated Tier II incidents to determine root cause and resolution.
• Evaluate workstation configs against baseline and STIG requirements.
• Deploy new workstations using STIG-compliant images and automated provisioning tools.
• Diagnose desk-side network connectivity issues and route to correct escalation path.
• Coordinate vendor service as the Government's technical liaison for devices.
• Document resolutions and create knowledge base articles.

Skills

Independent problem solving

End-user support

Analytical thinking

Desktop support

Education

Bachelor's degree

DoD 8570/8140 IAT Level I

Tools

MECM/SCCM

PXE

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

Description

Empower AI is seeking a motivated Deskside Technician (Linthicum, MD) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, the technician determines root cause and business impact, decides whether to repair, reconfigure, re-image, replace, or elevate, evaluates configurations against the enterprise baseline and STIG requirements, and implem the chosen solution using administrative privileges. The role also assesses hardware lifecycle data, coordinates vendor service as the Government's technical liaison, and turns recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. 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.

THIS IS AN ONSITE ROLE IN LINTHICUM, MD WITH UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES

• Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or elevate.
• Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges.
• Determine appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE).
• Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation.
• Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and configuration decisions for reuse in the knowledge base.
• Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, or disposition actions to asset management.
• Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.

Qualifications

• Bachelor's degree and 5 years of related experience (an Associate's degree with 7 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware repair