Remote IT Support Specialist (User & Desktop)

Empower AI; Washington (District of Columbia); Remote; USD 70,018,000 - 105,075,000; Full time

Job summary

Empower AI is seeking a Journeyman Computer User Support Specialist to deliver IT services for GSA DIGIT tasks, handling incidents, requests, and escalations with a focus on VIP support. You will resolve problems related to hardware, software, and network connectivity while documenting actions taken.

Remote work is performed under supervision. Qualifications include a high school diploma, 2–7 years' experience, and familiarity with macOS, Windows, and Active Directory.

Qualifications

• High School Diploma or GED required.
• 2–7 years of work experience expected.
• At least 1 year of Windows desktop support experience.
• At least 1 year of macOS support experience.
• Experience with remote tools and standard software products.

Responsibilities

• On-site and remote IT support for users, including VIPs and executives.
• Process and resolve support tickets with clear documentation of actions taken.
• Provide help via phone, email, and instant messaging for password resets, e-mail, and directories.
• Install and configure hardware/software; assist with MacBook and Windows issues.
• Maintain audit trails and project metrics; provide feedback to customers and team.

Skills

Customer service

Communication

Time management

Education

High School Diploma or GED

Tools

macOS

Windows

Active Directory

Web browsers

Job description

Empower AI is seeking a Journeyman Computer User Support Specialist to deliver IT services for GSA DIGIT tasks, handling incidents, requests, and escalations with a focus on VIP support. You will resolve problems related to hardware, software, and network connectivity while documenting actions taken.

Remote work is performed under supervision. Qualifications include a high school diploma, 2–7 years' experience, and familiarity with macOS, Windows, and Active Directory.