Onsite Field IT Technician – Arlington, VA (Travel)

NCI; Virginia; On-site; USD 57,000 - 83,000; Full time

Job summary

Empower AI is seeking a motivated Field Support Technician - Onsite Anchor to act as the on-site IT decision-maker for DoW-related locations. You will handle end-user computing, printers, mobile devices, and networking issues, determining root cause and resolution, with travel within the region and independent judgment.

This is an on-site role in Arlington, VA, requiring active clearance and readiness for U.S. federal government work.

Qualifications

• Bachelor's degree and 1 year of related experience (an Associate's degree with 2 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware installation.

Responsibilities

• Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on-site supervision.
• Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.
• Determine deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG-compliant images and provisioning tools.
• Assess printer, multi-function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.
• Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
• Analyze site asset records and physical inventory results, identify discrepancies and their likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.
• Evaluate whether resolution actions have fully addressed the customer’s need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and site-specific procedures for reuse.
• Assess site conditions, recurring issues, and security posture; apply secure configuration practices and vulnerability remediation as directed; and report findings and recommendations to remote Tier II/III teams and supervisors.

Skills

Customer service

Communication

Problem solving

Independent work

Travel readiness

Education

Bachelor's degree + 1 year related experience

Associate's degree + 2 years

4 years related experience in lieu of degree

Tools

ServiceNow

MECM/SCCM

Intune

BitLocker

Enterprise imaging tools

Job description

Empower AI is seeking a motivated Field Support Technician - Onsite Anchor to act as the on-site IT decision-maker for DoW-related locations. You will handle end-user computing, printers, mobile devices, and networking issues, determining root cause and resolution, with travel within the region and independent judgment.

This is an on-site role in Arlington, VA, requiring active clearance and readiness for U.S. federal government work.