Tier II Deskside Technician (Senior)

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.

Position Summary: The Deskside IT Support Specialist provides onsite technical support to end users, ensuring reliable operation of desktops, laptops, mobile devices, peripherals, and local infrastructure. This role focuses on handson troubleshooting, customer service, and maintaining a productive technology environment. The specialist serves as the escalation point for issues that cannot be resolved remotely and works closely with IT teams to support hardware, software, and network systems.

Serve as the primary technical escalation point for complex hardware, software, and network incidents across NIPRNet, SIPRNet, Yellow Network; resolve issues exceeding mid-level scope using advanced systems analysis and independent judgment.
• Lead technical review of escalated tickets; coordinate with Tier III infrastructure, Network Operations, and development teams; provide 24O7O365 on-call coverage and independently determine response posture for after-hours and heightened operations.
• Provide day-to-day technical direction and mentorship to mid-level and junior technicians; evaluate work quality and tailor guidance to each technician's experience level.
• Serve as senior SME for the assigned customer environment; ensure SOPs and Work Instructions are current; lead QA scorecard reviews, process working groups, and staff training sessions.
• Lead workstation imaging and deployment operations at all classification levels; design advanced configuration approaches and validate builds against enterprise STIG standards.
• Oversee imaging rollout schedules, post-installation quality control, and release decisions; develop and maintain build documentation and imaging guides for all approved device configurations.
• Direct cyber vulnerability remediation across all classification levels (minimum 15 most-vulnerable systems per network per week, 95% target); produce and submit the weekly Cyber Vulnerability Remediation Report.
• Lead the standalone patching program for approximately 150 non-networked systems across all classification boundaries; publish patching schedules and produce the monthly Standalone Patching Compliance Report.
• Serve as Trusted Agent (TA) for Joint Staff SIPRNet PKI token requests and higher classification processing (~200 token-related tickets/month); perform CAC and PKI PIN resets including after-hours coverage.
• Oversee MFA YubiKey token inventory management; ensure user instruction on Government-approved tokens; produce and submit the monthly MFA Security Token Inventory Report.
• Ensure all technicians submit DD Form 1150 in DPAS within three business days; manage turned-in equipment disposition and hard drive sanitization per NISPOM requirements.
• Facilitate warranty repair via Dell TechDirect; determine repair-versus-replace pathways; maintain bench stock levels across all classification tiers and contribute to weekly Equipment on Hand and Pending Transaction Reports.
• Serve as SME for COOP deskside support; perform daily maintenance and readiness validation at warm site locations across NIPRNet and SIPRNet environments; respond within a 2-hour recall window upon activation.
• Deliver advanced deskside support in SAP and highly sensitive environments; coordinate with security and engineering teams to resolve complex cross-functional IT issues.
• Document all support activities with detailed analytical findings and resolution outcomes in ServiceNow/Remedy; identify recurring patterns and contribute SOP improvement recommendations to J6 program leadership.

Requirements Active TS/SCI (active at time of award)

Education Bachelor's Degree in IT, Computer Science, or related field; equivalent advanced certification + experience accepted in lieu

Required Experience 7 or more years of progessively responsible professional experience in enterprise endpoint computing, IT systems analysis, classified network administration, in roles requiring independent judgement and technical decision-making

Required Certifications ITIL v4 Foundations; CompTIA Security+; HDI Desktop Advanced Support Technician

Preferred Certifications CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect certification

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.