Desktop IT Support Technician – AI-Powered Gov IT

Empower AI; Washington, Reston (District of Columbia, VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Empower AI is seeking a Desktop Support Technician to provide Tier II support for the Department of State's IT enterprise. You will manage desktops, laptops, tablets, peripherals, and related technologies, delivering proactive and reactive support in line with DoS policies.

The role requires 3+ years of experience, an Associate's degree or equivalent, and a Secret clearance, with ITIL 4 Foundation and CompTIA Sec+ preferred. On-site work and travel may be needed.

Qualifications

• The following are the education and experience required for this position:
• 3+ years
• Associate's degree or equivalent experience
• CompTIA A+ Certification
• Secret Security Clearance
• ITIL 4 Foundation Certification (preferred)
• CompTIA Sec+ (preferred)

Responsibilities

• The Desktop Support Technician ensures all desktops meet minimum requirements and provides proactive and reactive Tier II desktop support.
• All incidents shall be logged and managed in the ticket management system (currently Service Now).
• You will assist management in providing a migration strategy and project plan for new tools with AI-driven diagnostics.
• You will be responsible for installing, configuring, troubleshooting, resolving complex issues, and supporting usability of desktops, laptops, software, hardware, and peripherals.
• You will ensure all desktops and laptops receive approved patches.
• You may be required to install and troubleshoot DoS-approved GFE for break/move requests and lifecycle initiatives.

Education

3+ years of experience

Associate's degree or equivalent experience

CompTIA A+ Certification

Secret Security Clearance

ITIL 4 Foundation Certification

CompTIA Sec+

Job description

Empower AI is seeking a Desktop Support Technician to provide Tier II support for the Department of State's IT enterprise. You will manage desktops, laptops, tablets, peripherals, and related technologies, delivering proactive and reactive support in line with DoS policies.

The role requires 3+ years of experience, an Associate's degree or equivalent, and a Secret clearance, with ITIL 4 Foundation and CompTIA Sec+ preferred. On-site work and travel may be needed.