Desktop Support Technician Lead - Empower AI Inc.

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.

The 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 Subject Matter Expert 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 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:

• Manages Deskside Support Technicians in the GSA R03 Regional Office Building.
• Performs a variety of clerical and administrative duties pertinent to onsite support.
• Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
• Provides technical support onsite or through phone, email, and instant message remotely 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.
• Coordinate fix actions with other teams, document fix actions and train junior technicians in R03.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Supports R03 Field Office visits personally or with R03 staff.
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CONTRACT REQUIRED QUALIFICATIONS:

• Public Trust Clearance (Or ability to obtain)
• ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.

• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.

• Has domain and expert technical knowledge.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.

• Contributes to deliverables and performance metrics and may supervise others

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 Required:

• Associates Degree
• 7-12 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.
• At least two (2) years of experience managing 2 or more employees.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self discipline.

Contract Required Qualifications:

• Public Trust Clearance (Or ability to obtain)
• ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.

• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.

• Has domain and expert technical knowledge.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.

• Contributes to deliverables and performance metrics and may supervise others

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 

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: 

• Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office 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.
• Sitting for long periods.
• Viewing computer screens for long periods of time.
• Some Travel is required.

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  Empower AI is a VEVRAA Federal Contractor.