End User Devices (EUD) Deskside Support Technician (OUSW Policy)

Empower AI End User Devices Deskside Support Technician

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. The result is a government workforce that is exponentially more creative and productive.

As an End User Devices (EUD) Deskside Support Technician (OUSW Policy), you will act as a model of customer service excellence to all organizational staff members in supporting the DISA J6 user community. You will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician (COOP Specialist) is predicated on analytical and planning experience and using sound judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Responsibilities

• Provides dedicated Tier II deskside IT support to J6 personnel under the 6.14.1 Dedicated IT Support task.
• Design, analyze, and maintain complex enterprise infrastructure systems to enhance efficiency and reliability.
• Troubleshoot and analyze infrastructure components to diagnose and resolve reported issues effectively.
• Diagnoses and resolves hardware, software, and connectivity issues for supported end users.
• Responds to ServiceNow incidents and service requests within defined SLA timeframes.
• Performs device setup, configuration, and software installations for onboarding users.
• Documents all support activities in ServiceNow with accurate records of issues, actions, and resolutions.
• Coordinates with Tier III and infrastructure teams on escalated issues.
• Supports equipment exchanges, hardware replacements, and peripheral troubleshooting.
• Organize and conduct training sessions for staff on new software applications and hardware usage, fostering a knowledgeable workforce.
• Diagnose and resolve network-related problems to ensure seamless connectivity and performance.
• Maintain accurate records of computer inventory and surplus equipment, ensuring proper asset management.
• Ensure desktop computers integrate seamlessly with various systems, enhancing user experience and productivity.
• Safeguard passwords, data integrity, and file system security within the computing environment.
• Champion and implement system upgrades to extend the lifespan and performance of technology assets.
• Identify and remediate hardware and network connectivity issues swiftly and efficiently.
• Provide support for the technical upgrading and maintenance of comprehensive desktop systems.
• Assist in the testing and deployment of new applications and systems, ensuring smooth transitions.
• Uphold a high standard of customer service, treating all users with professionalism and efficiency.
• Exhibit exceptional verbal communication skills, effectively engaging with technical and non-technical colleagues across all organizational levels.
• Resolve issues through thorough problem analysis, implementing both temporary and permanent solutions as needed.
• Accurately record, update, and document requests in the IT service desk system, along with other duties as assigned by management.

Qualifications

Required Education and Experience

• Bachelor's Degree in IT related field or equivalent
• Required Experience: 5 years or more of professional experience supporting PC hardware and software systems
• Certification: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician
• Preferred: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator

Qualifications

• Clearance Required: US Department of Defense (DOD) issued Top Secret Clearance w/SCI.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Familiarity with ServiceNow ticketing system.
• Team-oriented and skilled in working within a collaborative environment.

Physical Requirements

• Sitting for long periods.
• Standing for long periods.
• Ambulate throughout an office.
• Stoop, kneel, crouch, or crawl as required.
• Lift and carry weight up to 50 pounds repeatedly.