Desktop Support Technician I

Responsibilities

• Provides technical assistance to computer users.
• Answers questions or resolves 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.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Escalates issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• 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.
• 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

• 2 years experience with Windows and/or Mac desktop support.
• 2 years experience with Smartphone support.
• 2 years experience with remote support tools.
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing 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.