Desktop Support Technician II (Virtual Service Tech)

Overview

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.

Responsibilities

DIGIT is seeking a Virtual Service Technician to join a fully remote, end-user device support team with a focus on deployment of new hardware via the refresh process. The VST is responsible for keeping a schedule of Google Meet appointments directly interfacing with end-user customers, supporting IT asset management through the ServiceNow application for asset and ticket management, and collaborating with the refresh care team, including IT warehouse personnel, as well as team members across various IT services departments including but not limited to: IT Asset Management, Regional Office Base Desk SIde Services, Mobile Device Management, and the IT Help Desk.

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Requirements:

This position shall perform the following (to include but not limited to) activities:

• 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.

Qualifications

Requirements:

• Public Trust Clearance by start date.

• 2 - 7 years of experience and high school diploma

• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.

• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

• Operates with appreciable latitude in developing methodology and presenting solutions to problems.

• Contributes to deliverables and performance metrics where applicable.

• 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.

• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.

• 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.

Desired:

The following are DESIRED for this position:

• ITILv4 Foundation Certification

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.

• Must be willing to work a variety of shifts, including holidays as scheduled.

Physical Requirements:The 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:

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.

• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.

• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.

• Viewing computer screens and sitting for long periods of time.

• Travel is not required.

About Empower AI

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.

Originally posted on Himalayas