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

DIGIT is seeking a Senior Computer User Support Specialist to support GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The Enterprise IT Service Desk (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 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:

- Supervises and trains operators in the identification of routine/high priority system problems and assignment of corrective action requirements

- Conducts training tasks in accordance with established corrective priority categories

- Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers

- Ensures compliance with electronic and physical security procedures and standards

- Mentors and develops less senior help desk agents

- 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, directories, standard MS Windows desktop applications, 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 

- Provides Help Desk assistance, including answering phones and for web content and monitoring the Service Desk mailbox 

- Able to plan, direct, or carry out special projects involving Help Desk promotion activity 

- Capable of adding and removing workstations to the domain 

- 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 

- Assists supervisor in organization and reporting to complete assignments 

- Coordinates and monitors the completion of tasks 

- Apprises supervisor of progress of tasks; identifies problem areas and recommends solutions 

- Maintains and verifies daily statistics; generates daily statistical reports

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

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.

- Applies fundamental concepts, processes, practices, and procedures on technical assignments. 

- Has an understanding of Mac, Ipad and Iphone hardware and operating systems and experience troubleshooting apple devices.

-Possesses knowledge of JAMF and the experience of managing apple devices, data and applications in a live environment.

- 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.

- 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.

-Proficiency with Apple support 

- Must be willing to work a variety of shifts, including holidays as scheduled.

Qualifications

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 minimally (or insert a percentage; or as applicable), via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

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.