Journeyman Computer User Support 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.

POSITION SUMMARYThe Enterprise IT Service Desk (EITSD) Support subtask, supporting the DigitalInnovation for General Services Administration (GSA) Infrastructure Technologies(DIGIT) task order, is relied upon to provide IT services that appropriately respond tothe time-sensitive needs of customers, including Very Important Persons (VIPs) andexecutives, and provide prompt referrals and escalations to an appropriate IT supportservice option. The EITSD provides support to users of GSA’s internal infrastructure aswell as applications and systems owned by various GSA Service and Staff Offices. TheEITSD 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 Journeyman Computer User Support Specialist, your primary responsibility is ticketprocessing and resolution management, which includes detailed and cleardocumentation of the problems and the actions taken to resolve them. Customerservice is key to this position. You will provide on site technical assistance to computerusers by answering questions to resolve computer problems for the end user. Typicalassistance concerns the use of computer hardware and software, to include printing,installation, word processing, electronic mail, and operating systems.

POSITION RESPONSIBILITIES:● Performs a variety of clerical and administrative duties pertinent to on sitesupport.● Responds to trouble tickets to resolve user problems.● Provides technical support through phone, email, and instant message to usersin the areas of password resets, e-mail, directories, standard MS Windowsdesktop applications, MacBook support, smartphones and network connectivity.● Provides computer or MacBook support problem analysis, andhardware/software installation and configuration.● Interacts daily with customers to ensure productivity; provides individualfeedback.● Monitors team productivity and quality; provides individual feedback.● Maintains an audit trail and statistical records of all problems and conditionsreported by the client.

CONTRACT REQUIRED QUALIFICATIONS:● Public Trust Clearance (Or ability to obtain)● ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtainedwithin 120 days after hire.

● Possesses and applies expertise on multiple complex work assignments.● Assignments may be broad in nature, requiring originality and innovation indetermining how to accomplish tasks.● Operates with appreciable latitude in developing methodology and presentingsolutions to problems.● Work is performed remotely under supervision.● Contributes to deliverables and performance metrics.

CONTRACT DESIRED QUALIFICATIONS:● Must be willing to work a variety of shifts, including holidays as scheduled● Possess the ability to communicate in both oral and written forms, demonstratingan ability to communicate effectively with all levels of staff as well as clients.● Familiarity with the following technologies: Apple, Windows, web browsers,and basic functions of Active Directory

EDUCATION AND EXPERIENCE● High School diploma or GED● Minimum 2 - 7 years of work experience.● At least one (1) year experience with Windows desktop support.● At least one (1) year experience with macOS support.● At least two (2) years experience working knowledge of remote tools.● Experience supporting industry standard software products.● Experience as a remote worker demonstrating time management and selfdiscipline.

PHYSICAL REQUIREMENTSThe physical demands described below are representative of those that must be met byan employee to successfully perform the essential functions of this job. Reasonableaccommodation may be made to enable individuals with disabilities to perform theessential functions. While performing the duties of this job, the employee is regularlyrequired to do the following:● Personnel are expected to ensure the protection of proprietary company andcustomer information consistent with the company’s expectations of informationsecurity.● Communicate verbally and respond to verbal communications in person, over thephone or by video chat.● Communicate clearly and succinctly in writing, primarily utilizing a keyboard.● Sitting for long periods.

● Viewing computer screens for long periods of time.● Travel may be required within a 50 mile radius.

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.