Onsite Federal Help Desk Technician — Training & Docs

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

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.