Tier II Deskside Technician (Senior)

Empower AI Inc.; Falls Church (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

Empower AI is seeking a highly experienced IT/Cybersecurity professional to serve as the primary Tier II deskside escalation resource for DoD networks. You will diagnose complex incidents, support CAC/SIPRNet PKI token operations, and manage MFA tokens while coordinating with J6 security teams.

The role requires imaging, STIG validation, and patching across government systems, with after-hours analytical support and strong documentation in ServiceNow.

Qualifications

• Active TS/SCI clearance at time of award.
• Advanced systems analysis techniques for Tier II escalations.
• Independent judgment in escalated incident diagnosis and PKI decisions.
• Experience with CAC/SIPRNet PKI token operations and MFA tokens.
• Familiarity with Dell TechDirect, DameWare, and ServiceNow.

Responsibilities

• Serve as primary technical escalation resource for complex hardware, software, and connectivity incidents.
• Provide 24x7x365 deskside support at DoD facilities and coordinate with J6 Cyber Security teams.
• Analyze vulnerability scans and prioritize remediation for critical workstations.
• Lead workstation imaging, STIG validation, and deployment planning across locations.
• Document decisions in ServiceNow and support asset accountability and reporting.

Skills

Security clearance

Systems analysis

Deskside escalation

DoD PKI policy

CAC/SIPRNet PKI tokens

MFA/YubiKey

Patch and imaging planning

Tools

Dell TechDirect

DameWare

ServiceNow

DPAS asset tracking

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Highlights of Responsibilities

• Serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzing incidents that exceed mid-level technical capability and determining remediation through advanced systems analysis.
• Providing 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and Pentagon Service Desk (all network classifications); supporting 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzing cyber vulnerability scan output and prioritizing remediation on the most critical workstations across the endpoint fleet; coordinating prioritized remediation lists with J6 Cyber Security teams; contributing to the weekly Cyber Vulnerability Remediation Report.
• Leading workstation imaging and deployment operations at Government-furnished dedicated imaging locations; validating builds against enterprise STIG and security standards; coordinating deployment schedules with users and providing post-installation verification.
• Analyzing CAC and SIPRNet PKI token PIN reset and replacement incidents; providing after-hours analytical support at the Pentagon.
• Serving as a Trusted Agent (TA) under DoD PKI policy to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercising specialized judgment in DoD PKI policy application.
• Managing MFA physical security token program including YubiKey inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis.
• Designing and executing manual software patching strategies for standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; supporting the monthly Standalone Patching Compliance Report.
• Facilitating warranty repair coordination via Dell TechDirect; analyzing diagnostics, managing repair coordination, ensuring testing and certification of returned equipment.
• Providing advanced analytical support for conferences and events at NCR building locations; supporting user-embedded geographical support at approximately 12 dedicated OUSD and other locations.
• Documenting technical decisions and analytical findings in ServiceNow; submitting digitally signed DD Form 1150 in DPAS within three business days; contributing trend analysis to the weekly Equipment on Hand Report.
• Identifying recurring technical patterns across senior Tier II escalations and contributing recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.

Qualifications

Requirements

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation resource for a Tier II deskside operation without continuous direct supervision.
• Ability to exercise significant discretion and independent judgment in escalated incident diagnosis and resolution, in DoD PKI Trusted Agent authentication decisions, in cyber vulnerability prioritization, in imaging configuration validation, in 24x7x365 PFPA Operations Center response posture, and in CAPSTONE event analytical support.
• Working knowledge of enterprise endpoint computing, workstation imaging and STIG configuration validation, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, Dell TechDirect warranty coordination, standalone patching design, DameWare remote access, DAR application verification, and DPAS asset accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving the