Deskside Technician Sme

Empower AI Inc.; Hanover (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Empower AI in Hanover, MD, seeks a Deskside Technician SME to analyze and resolve Tier II end-user computing issues for a DoD-related program serving ~13,000 users across multiple security enclaves.

The role requires US citizenship, active TS clearance eligibility, and DoD 8570/8140 IAT Level I certification. Responsibilities include root-cause analysis, workstation imaging, and knowledge-base creation. On-site with up to 10% travel.

Qualifications

• U.S. Citizen required.
• Active Top Secret/SI eligibility clearance required to start (T5/T5R preferred).
• DoD 8570/8140 IAT Level I baseline certification required (e.g., CompTIA A+, Network+, Security+).
• Experience in desktop support, field service, help desk, or IT hardware repair.

Responsibilities

• Analyze escalated Tier II incidents on desktops, laptops, thin clients, peripherals, and printers to determine root cause and appropriate resolution.
• Evaluate workstation configurations against enterprise baseline and STIG requirements; implement changes with admin privileges.
• Plan deployment approaches for new/replacement workstations using STIG-compliant images and provisioning tools (e.g., MECM/SCCM, PXE).
• Diagnose desk-side network connectivity issues and route to correct escalation group.
• Coordinate vendor service as the Government's technical liaison for devices like printers and MFDs.
• Document resolutions and decisions for knowledge base reuse and ensure actions meet customer needs.

Skills

Desktop support

Field service

Help desk

IT hardware repair

Independent problem solving

Education

Bachelor's degree

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 SME 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 upscale, evaluates configurations against the enterprise baseline and STIG requirements, and implements 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 HANOVER, 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
• 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

REQUIREMENTS :

• Bachelor's degree and 7 years of related experience (an Associate's degree with 9 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.
• Working kno