Desktop Support Technician I

Responsibilities

• DIGIT seeks a Junior Computer User Support Specialist to handle ticket processing and resolution management.
• Responsible for detailed and clear documentation of problems and actions taken to resolve them.
• 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.
• Supports the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT task order.
• Perform a variety of clerical and administrative duties related to the Virtual Service team and refresh projects.
• Respond to trouble tickets to resolve user problems; open trouble tickets to track and resolve user problems.
• Aid users with data transfer of laptops and mobile devices.
• Attend all scheduled appointments with users to assist with data transfers.
• Provide technical support 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.
• Perform hardware/software installation and configuration.
• Interact daily with customers to ensure productivity; provide individual feedback.

Qualifications

• Public Trust Clearance by start date.
• 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.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, obtainable within 120 days after hire.
• Practical experience and training in technical assignments.
• 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 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

• Willingness to work between 1100-2000 EST.
• Proficiency in Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Familiarity with Windows, web browsers, and basic functions of Active Directory.
• Willingness to work a variety of shifts, including holidays as scheduled.

About Empower AI

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.