Desktop Support Technician I – Virtual Service Tech

🕒 June 23

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• Performs a variety of clerical and administrative duties pertinent to Help Desk • 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. • Provides personal computer support, problem analysis, and hardware/software installation and configuration • 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. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. • Monitors team productivity and quality; provides individual feedback • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox • Maintains and verifies daily statistics; generates daily statistical reports • Maintains an audit trail and statistical records of all problems and conditions reported by the client • 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. • Applies fundamental concepts, processes, practices, and procedures on technical assignments. • Performs work that requires practical experience and training. • Work is performed under supervision. • Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. • May provide assistance concerning the use of computer hardware and software, including printing and installations. • 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. • Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours. • 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

• Not mentioned