Desktop Support Technician

Talentify; Washington (District of Columbia); On-site; USD 63,615,000 - 95,532,000; Full time

Job summary

Empower AI in Washington, DC is seeking a Help Desk Technician to join a government-focused support team onsite. You will assist federal users, manage tickets, and maintain critical systems to ensure uninterrupted service.

This role emphasizes strong customer service, clear documentation and training, bug escalation, and collaboration with developers. US citizenship and the ability to obtain a public trust are required.

Experience with Microsoft Office and JIRA is preferred.

Qualifications

• US citizenship and ability to obtain a U.S. Public Trust.
• Bachelor's degree with 6 months or HS with 2 years of experience.
• Excellent written and oral communication skills.
• Experience in Help Desk support and customer service.
• Strong client support and process-improvement skills.
• Experience using Microsoft Office and JIRA.
• Familiar with basic cybersecurity standards.
• Ability to multi-task and adapt quickly.
• Self-starter with team and independent work ethic.

Responsibilities

• Provide Help Desk support using a ticketing system for calls and emails.
• Resolve customer requests accurately and timely.
• Support and manage user accounts and access requests.
• Write and maintain user documentation, training materials, and guides.
• Teach training classes on the software suite.
• Test applications and escalate bugs to developers.
• Update and modify client website as requested.
• Set up and maintain webinar meetings and user trainings.
• Create Confluence sites and configure data collection tools.

Skills

US Citizenship

Communication skills

Help Desk

Microsoft Office

JIRA

Troubleshooting

Teamwork

Security awareness

Self-motivation

Education

Bachelor's degree

High School diploma + experience

Tools

JIRA

Microsoft Office

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 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 Help Desk Technician, you will join a team to support vital systems and services for Federal Government. This is onsite in Washington, DC.

Highlights of Responsibilities:

• Provide Client Services/Help Desk support using a ticketing system to track all user calls and emails.
• Resolve customer requests accurately and timely.
• Support and manage user account and access requests.
• Write, edit and maintain user documentation, including training materials and user guides.
• Teach training classes on the software suite.
• Assist with testing of applications and escalating bugs to the developer teams.
• Make requested updates and modifications to the client website.
• Setup and maintain Webinar meetings/user training sessions.
• Create Confluence sites creation and configure data collection tools applications.

Qualifications

Requirements:

• Must be U.S. Citizen and able to obtain a U.S. Public Trust. Must pass drug test.
• Must have a Bachelor’s Degree and six (6) months experience, or a High School diploma and two (2) years of experience.
• Excellent written and oral communication skills
• Experience with Help Desk support and customer service including troubleshooting issues as they arise from users.
• Strong client support and process improvement skills.
• Experience using Microsoft Office suite and JIRA.
• Familiar with basic cyber security standards.
• Ability to multi-task and adapt to changes quickly.
• Self-starter with the ability to work as part of a team and independently.

Preferred Education and Experience:

• Knowledge of UNIX shell scripting.
• Experience with Confluence, WordPress, or similar CMS

Physical Requirements:

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

• Sitting for long periods

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.

Pay Band Min

USD $22.22/Hr.

Pay Band Max

USD $33.34/Hr.