Empower AI Inc. Jobs Hiring Now

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.

Responsibilites:

• 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.

Required:

• 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.

Desired:

• 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 employees.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self

discipline.

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:

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.