Onsite Field Support Technician - Tier II IT (DoD)

Empower AI; Jackson (SC); On-site; USD 61,000 - 91,000; Full time

Job summary

Empower AI is seeking an experienced Field Support Technician - Onsite Anchor to serve as the independent on-site Tier II authority for DoW agency locations. You will diagnose desktops, laptops, printers, mobiles, and network issues, plan deployments, and ensure security postures. The role is Fort Jackson, SC onsite with up to 25% travel.

Candidates must have a Bachelor's degree with 3+ years of related experience, U.S. citizenship, and an active Secret Clearance; TS/SCI may be required later.

Qualifications

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• 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.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• 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.
• Minimum of 3 years of experience in field service, desktop support, or Tier II end-user support, including experience working independently at remote or distributed sites.
• Strong troubleshooting skills with Windows 10/11, PC/laptop hardware, peripherals, printers/MFDs, mobile devices, Active Directory, Group Policy, and network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi, cabling).
• Experience with asset tagging, physical inventory, and shipping/receiving of IT equipment.
• Experience with imaging and endpoint management tools (MECM/SCCM, Intune) and disk encryption.

Responsibilities

• Serve as the independent on-site Tier II authority for assigned regional and field locations, performing in-depth diagnostics of desktops, laptops, VDI clients, peripherals, printers/MFDs, mobile devices, and local network connectivity to determine root cause and decide the resolution strategy and escalation path.
• Plan and execute site workstation deployments and hardware refresh waves, determining sequencing, image and configuration selection, data migration approach, and user scheduling, and validating encryption and security posture post-deployment.
• Evaluate enterprise printer and multi-function device issues and lifecycle status at field sites, determine required print server, queue, firmware, STIG, consumable, relocation, or vendor actions, and coordinate vendor/DLA service as the Government's technical liaison.
• Assess communications equipment issues (VoIP phones, VTC endpoints, conference room A/V, network drops), determine corrective actions in coordination with telecommunications engineers, and conduct site surveys with documented findings and recommendations for installation projects.
• Determine mobile device configuration and MDM enrollment actions within policy, resolve escalated mobile issues, and advise site users and leadership on approved mobile capabilities.
• Analyze site asset accountability data, lead physical inventories, determine root causes of discrepancies and corrective actions, and recommend refresh, redeployment, and DRMO disposition actions to asset management.
• Evaluate the security impact of every resolution, determine and apply appropriate remediation for endpoint and printer vulnerabilities, and execute the Customer-Confirmed Ticket Closure process with complete documentation of decisions.
• Analyze recurring site issues and knowledge gaps, author knowledge articles and site-specific procedures, and provide recommendations to Tier II/III leads and supervisors for permanent fixes and service improvements.

Skills

Windows 10/11

Active Directory

Group Policy

Intune

MECM/SCCM

disk encryption

VPN

Wi-Fi

Troubleshooting

Customer service

Education

Bachelor's degree and 3 years related experience

Tools

MECM/SCCM

Intune

Job description

Empower AI is seeking an experienced Field Support Technician - Onsite Anchor to serve as the independent on-site Tier II authority for DoW agency locations. You will diagnose desktops, laptops, printers, mobiles, and network issues, plan deployments, and ensure security postures. The role is Fort Jackson, SC onsite with up to 25% travel.

Candidates must have a Bachelor's degree with 3+ years of related experience, U.S. citizenship, and an active Secret Clearance; TS/SCI may be required later.