Support Technician, Mid-level

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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

• The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users • Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools • Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting • Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues • Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting • Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction

🎯 Requirements

• Active Secret security clearance at time of award. • Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support without continuous direct supervision. • Ability to exercise discretion and independent judgment in technical resolution decisions, in determining remote-versus-on-site disposition, and in escalating stalled or complex incidents. • Working knowledge of enterprise desktop environments, Windows operating systems, remote access tools (including DameWare), NIPR and SIPR remote access troubleshooting, GFE accountability, and ITIL service management practices. • Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents remotely. • Strong customer service orientation with demonstrated experience supporting DoD or other large federal customer populations. • Ability to effectively prioritize and execute tasks across multiple concurrent remote support incidents in a high-pressure environment. • Good written, oral, and interpersonal communication skills; ability to present technical ideas in business-friendly and user-friendly language. • Ability to conduct research into PC and software issues and products as required. • Highly self-motivated and directed; capable of operating with minimal supervision in a remote work environment. • Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements. • Team-oriented and skilled in working within a collaborative remote environment, including effective escalation coordination with the Solution Center Lead and EUD Tier II technicians.

🏖️ Benefits

• Health insurance • 401(k) matching • Professional development opportunities