Desktop Support Technician II – Virtual Service Tech

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

Empower AI helps federal agency leaders elevate their workforce productivity. We leverage deep technical expertise and decades of experience solving complex challenges in Civilian and Defense missions to ensure America’s missions are met. Our solutions give government leaders a direct path to meaningful transformation, equipping them with the insights and tools necessary to make critical decisions faster and move their missions forward.

📋 Description

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity. • Document all issues and generate incident tickets, detailing common issues or error trends. • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

🎯 Requirements

• Public Trust Clearance by start date. • ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. • 2 - 7 years of experience and high school diploma • Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow. • Ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others. • Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

🏖️ Benefits

• Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. • Work with best-in-class technology partners • Maintain standard working hours per the DIGIT contract • Flexible working hours • Ability to communicate effectively with all levels of staff as well as clients.