Forward-Deployed Tier II Deskside Technician (TS/SCI)

Socket.dev; Arlington (VA); On-site; USD 70,000 - 105,000; Full time

Job summary

Empower AI is seeking a Mid-level Tier II Forward Deployed Deskside Technician to deliver expert deskside IT support at the Crystal City site within a TS/SCI environment. You will independently apply systems analysis techniques to diagnose hardware, software, and network issues and coordinate with Pentagon-based teams.

Responsibilities include performing installations and upgrades, maintaining precise documentation in ServiceNow, and providing superior customer service to high-profile customers.

Qualifications

• Active TS/SCI clearance required.
• 5+ years in enterprise endpoint support or forward-deployed Tier II deskside roles.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field (or equivalent).
• Certifications: ITIL v4 Foundations, CompTIA Security+ (preferred).

Responsibilities

• Deliver deskside IT support including workstation configuration and hardware replacement.
• Resolve Tier II incidents in ServiceNow and perform on-site service calls per J6 procedures.
• Document all support activities with accurate ticket records and SLA adherence.
• Provide advanced customer service to high-profile users in a professional manner.
• Perform installations, upgrades, and configurations of hardware and software.

Skills

Tier II deskside support

TS/SCI clearance

Windows OS

Microsoft Office

Customer service

Documentation

Communication

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Job description

Empower AI is seeking a Mid-level Tier II Forward Deployed Deskside Technician to deliver expert deskside IT support at the Crystal City site within a TS/SCI environment. You will independently apply systems analysis techniques to diagnose hardware, software, and network issues and coordinate with Pentagon-based teams.

Responsibilities include performing installations and upgrades, maintaining precise documentation in ServiceNow, and providing superior customer service to high-profile customers.