Virtual Service Desk Technician

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:

SUMMARY

DIGIT is seeking a Virtual Service Desk Technician to 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, installation, word processing, electronic mail, and operating systems.

 

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.

RESPONSIBILITIES

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

 

- Performs a variety of clerical and administrative duties pertinent to remote assistance.

- Replies to trouble tickets to resolve user problems.

- Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.

- Provides personal computer support analysis, and hardware/software installation and configuration. 

- Interacts daily with customers to ensure productivity; provides peer feedback.

- Monitors team productivity and quality; provides colleague feedback.

- Maintains an audit trail and statistical records of all problems and conditions reported by the client.

- Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions. 

- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications:

CONTRACT REQUIRED QUALIFICATIONS

This following are REQUIRED for this position:

- Public Trust Clearance by start date.

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

- Possesses and applies comprehensive knowledge across key tasks and high impact assignments. 

- Plans and leads major technology assignments. 

- Evaluates performance results and recommends major changes affecting short-term project growth and success. 

- Functions as a technical expert across multiple project assignments. 

- May supervise others.

- 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.

CONTRACT DESIRED QUALIFICATIONS

The following are DESIRED for this position:

- 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.

- At least three (3) years experience with Windows and/or Mac desktop support.

- At least three (3) years experience with Smartphone support. 

- At least three (3) years experience with remote support tools. 

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

- 4 - 9 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.

 

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.