Desktop Support Technician Iii

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 2022 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
As a Desktop Support Technician III, you will provide phone, remote and desk-side technical support to the user community. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To provide services to our clients that exceed their expectations.
Highlights of Responsibilities:

• Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox and ticket queue(s);
• Utilize IT help desk ticket system to effectively prioritize and remediate issues and concerns;
• Responds to trouble tickets to resolve user problems;
• Opens trouble tickets to track and resolve user problems;
• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, file access, standard MS Windows desktop applications, VPN access, network connectivity, and various COTS and custom applications;
• Provides problem analysis, and hardware/software installation and configuration;
• Performs first level IT support of break/fix issues to resolve or escalate as needed;
• Interface with associates to diagnose root cause and resolve issues in the most effective manner;
• Interacts daily with customers to ensure productivity; provides individual feedback;
• Setup new users within Windows environment per standard deployment check list;
• Capable of adding and removing workstations to the domain;
• Participate or Lead new user training pertaining to E-Mail, network, mobile device policy;
• Deploy and repair equipment as needed, i.e.; monitors, tablets, scanners, etc.;
• Install software applications that are outside of the standard deployment when required and approved by IT leadership;
• Participate in IT strategy and peripheral continuous improvement projects;
• Performs a variety of clerical and administrative duties pertinent to user base support;
• Maintains an audit trail and records of all problems and conditions reported by the client(s);
• Assists in gathering information to respond to client questions and reported problems, as well as assisting groups, users, or individuals in locating and obtaining materials;
• Apprises supervisor of progress of tasks;
• Identifies problem areas and recommends solutions;

Qualifications
Education and Experince Requirements:
High School Diploma or equivalent related experience
4-7 years experience
Requirements:

• Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment.
• Experience with Microsoft Windows desktop Operating Systems (Windows 7/10)
• Experience with Microsoft Office 2013/2016, Office365
• Installation of Network Printers
• Experience with remote assistance tools (Bomgar a plus)
• Experience with remote connection tools (VPN)
• Experience working with a ticketing system
• Familiarity with PC communication protocols (LAN/WAN/VPN)
• Demonstrated effective communication skills, both written & verbal
• Demonstrated experience with remote support operations
• Demonstrated experience with end user application support
• Demonstrated problem solving skills
• Proven excellent technical and analytical skills
• Detail oriented with the ability to work in fast-paced, team-oriented environment, illustrated by previous related professional level experience
• Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner

Preferred Education and Experience:

• At least one (1) year experience with Windows Desktop Support
• At least one (1) years experience with Cisco phone systems support
• At least two (2) years experience working knowledge of remote tools

About Empower AI
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.