Desktop Support Technician III
Company: Empower AI
Location: Washington
Posted on: March 1, 2025
Job Description:
OverviewEmpower 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.ResponsibilitiesPOSITION SUMMARYThe Enterprise IT Service
Desk (EITSD) Support subtask, supporting the Digital Innovation for
General Services Administration (GSA) Infrastructure Technologies
(DIGIT) task order, is relied upon to provide IT services that
appropriately respond to the time-sensitive needs of customers,
including Very Important Persons (VIPs) and executives, and provide
prompt referrals and escalations to an appropriate IT support
service option. The EITSD provides support to users of GSA's
internal infrastructure as well as applications and systems owned
by various GSA Service and Staff Offices. The EITSD is the
centralized POC for GSA end users and customers to report
incidents, submit requests, seek advice, and register complaints
about GSA's IT infrastructure, applications, and programs supported
in the environment.As a Senior Computer User Support Specialist,
your primary responsibility is ticket processing and resolution
management, which includes detailed and clear documentation of the
problems and the actions taken to resolve them. Customer service is
key to this position. You will provide on-site technical assistance
to computer users by answering questions to resolve computer
problems for the end user. Typical assistance concerns the use of
computer hardware and software, to include printing, installation,
word processing, electronic mail, and operating systems.POSITION
RESPONSIBILITIES:
- Performs a variety of clerical and administrative duties
pertinent to on-site support.
- Responds to trouble tickets to resolve user problems.
- Provides technical support through phone, email, and instant
message to users in the areas of password resets, e-mail,
directories, standard MS Windows desktop applications, smartphones
and network connectivity.
- Provides personal computer support problem analysis, and
hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides
individual feedback.
- Monitors team productivity and quality; provides individual
feedback.
- Maintains an audit trail and statistical records of all
problems and conditions reported by the client.
- Higher levels of troubleshooting of computer and network issues
and coordination with other departments to facilitate fix
actions.QualificationsCONTRACT REQUIRED QUALIFICATIONS:
- Public Trust Clearance (Or ability to obtain).
- ITILv4 Foundation Training and ITILv4 Foundation Certification,
may be obtained within 120 days after hire.
- Possesses and applies a comprehensive knowledge across key
tasks and high impact assignments.
- Plans and leads major technology assignments.
- Evaluates performance results and recommends major changes
affecting short-term project growth and success.
- Functions as a technical expert across multiple project
assignments.
- May supervise others.
- Contributes to deliverables and performance metrics.CONTRACT
DESIRED QUALIFICATIONS:
- Must be willing to work a variety of shifts, including holidays
as scheduled.
- Possess the ability to communicate in both oral and written
forms, demonstrating an ability to communicate effectively with all
levels of staff as well as clients.
- Familiarity with the following technologies: Windows, web
browsers, and basic functions of Active Directory.EDUCATION AND
EXPERIENCE
- Associate's Degree or equivalent.
- Minimum 4-9 years of work experience.
- At least one (1) year experience with Windows desktop
support.
- At least two (2) years experience working knowledge of remote
tools.
- Experience supporting industry standard software products.
- Experience as a remote worker demonstrating time management and
self-discipline.PHYSICAL REQUIREMENTSThe physical demands described
below are representative of those that must be met by an employee
to successfully perform the essential functions of this job.
Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions. While performing
the duties of this job, the employee is regularly required to do
the following:
- Ensure the protection of proprietary company and customer
information consistent with the company's expectations of
information security.
- Communicate verbally and respond to verbal communications in
person, over the phone or by video chat.
- Communicate clearly and succinctly in writing, primarily
utilizing a keyboard.
- Sit for long periods.
- View computer screens for long periods of time.
- Travel may be required within a 50-mile radius.About Empower
AIAll 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.
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Keywords: Empower AI, Washington DC , Desktop Support Technician III, Professions , Washington, DC
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