Senior Desktop & Mac Support Technician

Empower AI

Philadelphia (Philadelphia County)

On-site

USD 55,000 - 100,000

Full time

14 days+

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Job summary

Empower AI in the United States seeks an experienced Enterprise IT Service Desk Specialist to support the GSA DIGIT program. You will serve as the central point for end users, handling incidents, requests, and referrals for infrastructure and applications.

You will manage Deskside Support Technicians in the GSA R03 Regional Office, provide on-site and remote support for password resets, e-mail, AD, Windows and macOS tasks, and train junior staff while maintaining records and metrics.

Qualifications

Public Trust Clearance (Or ability to obtain).
ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.
Associates Degree is required.
7-12 years of work experience in IT support.

Responsibilities

Manages Deskside Support Technicians in the GSA R03 Regional Office Building.
Performs clerical and administrative duties pertinent to onsite support.
Responds to trouble tickets to resolve user problems and logs tickets for tracking.
Provides on-site or remote support for password resets, e-mail, directories, and standard MS Windows/macOS applications.
Implements hardware/software installation and configuration.
Interacts with customers to ensure productivity and provide feedback.
Monitors team productivity and quality; trains junior staff.
Coordinates fix actions with other teams and documents actions.