Software Licensing Help Desk Specialist

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.

Software Licensing Help Desk Specialist

• Monitor the software licensing mailbox and respond to all requests.
• Process service requests in accordance with set performance standards and ensure that all applicable user, machine, and product information are completed and documented.
• Work with end users to communicate software standards. Create as needed, or assist in the creation of, software and asset management/change management requests to modify the standards or obtain exceptions for special requirements.
• Assist end user software requests by routing ticket to appropriate stakeholder and working with resellers to obtain software licensing information as needed.
• Coordinate with sites to develop details for complex software deliveries.
• Support the resolution of IT service request issues from software orders.
• Develop and update internal tools for management of software contracts as the products on those contracts change.
• Maintain license keys and install packages for software packages, including providing updates as necessary to both end users and enterprise software distribution groups.
• Provide keys/install packages as necessary to end users and provisioning support personnel.

CONTRACT REQUIRED QUALIFICATIONS

This following are REQUIRED for this position:

- 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.

- 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.

- 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.

EDUCATION AND EXPERIENCE

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

- 0 - 5 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.

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.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.