DoD Deskside Technician — Tier II Endpoint Engineer

Empower AI; Hanover (MD); On-site; USD 91,000 - 141,000; Full time

Job summary

Empower AI in Hanover, MD is seeking a Deskside Technician SME to analyze escalated Tier II issues and guide resolutions for an enterprise DoD-driven support program with ~13,000 users across multiple enclaves. This onsite role requires DoD clearance, a Tier I/II background, and strong imaging, AD, and M365 skills.

You will independently assess hardware lifecycle data, coordinate vendor services, and turn escalations into knowledge articles, while maintaining STIG compliance and secure

Qualifications

• Bachelor's degree + 7 years related experience (or Associate's degree + 9 years; or 4 years related experience in lieu of a degree).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility to start.
• Must possess DoD 8570/8140 IAT Level I baseline certification.
• Must be able to lift up to 50 pounds and travel up to 10%.
• Strong customer service, communication, and organizational skills.
• Experience with Windows 10/11, AD, M365, and remote support tools.
• Ability to work shifts from 6:00 a.m. to 6:00 p.m. ET and on-call rotation.

Responsibilities

• Analyze escalated Tier II incidents and determine resolution approach.
• Evaluate workstation configurations against baseline and STIGs.
• Plan and deploy new workstations using STIG images and MECM/SCCM.
• Diagnose desk-side network issues and route to the correct resolver group.
• Coordinate vendor service as the Government liaison for devices.
• Document resolutions for knowledge base and track asset lifecycle data.

Skills

Desktop support

Help desk

IT hardware repair

Windows 10/11

Active Directory

Microsoft 365

Remote support tools

Customer service

Communication

Education

Bachelor's degree

Associate's degree + related experience

4 years related experience in lieu of a degree

Tools

MECM/SCCM

Intune

Group Policy

BitLocker

Enterprise imaging tools

ServiceNow

Job description

Empower AI in Hanover, MD is seeking a Deskside Technician SME to analyze escalated Tier II issues and guide resolutions for an enterprise DoD-driven support program with ~13,000 users across multiple enclaves. This onsite role requires DoD clearance, a Tier I/II background, and strong imaging, AD, and M365 skills.

You will independently assess hardware lifecycle data, coordinate vendor services, and turn escalations into knowledge articles, while maintaining STIG compliance and secure