Desktop Support Technician

Empower AI; Washington (District of Columbia); 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

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

We have an exciting opportunity at the Department of State! The Desktop Support Technician is responsible for providing technical support for IT equipment anywhere within the customer IT enterprise environment. This includes” desktop computers, laptops (including Enterprise Mobile Devices (EMD) used to access OpenNet), tablets, such as iPads, peripherals, applications, and related technologies for all users in accordance with DoS policies and procedures.

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 is providing a migration strategy and project plan for new and additional automated tools such as remote desktop management tools with AI driven diagnostics and predictive analytics to proactively identify and resolve issues.
• You wil be responsible for installing, configuring, troubleshooting, resolving complex issues, and supporting ongoing usability of desktop computers, laptops, software, hardware, and peripheral Commercial Off-the-Shelf (COTS)/Government Off-the-Shelf (GOTS) technology.
• You will ensure all desktops and laptops receive approved and required patches.
• You may also be required to install and troubleshoot DoS-approved GFE for break/move requests and targeted desktop lifecycle refresh and, or expansion initiatives.

Qualifications

EDUCATION AND EXPERIENCE

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

PREFERRED REQUIREMENTS:

• Comp TIA Sec+, ITIL 4 Foundation Certification(s)

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
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 25 % .

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.