OSR Technician (Mid-Level)

About the role

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.

Responsibilities

• Executes physical BCTF/OSR project tasks including conducting office walk-throughs during all project stages to assess IT requirements, capabilities, and readiness.
• Assesses full IT requirements within office spaces including computers, phones, printers, VTC systems/displays, and cable televisions; assists customers with procurement document development.
• Removes, triages, and tags IT assets and cabling during decommissions; identifies and tags disposition status (serviceable, within lifecycle, damaged beyond repair, warranty repair required, other) IAW DISA J6 Equipment Turned-In SOP.
• Re-images workstations and laptops IAW current J6 imaging standards; manually installs and configures application software for relocated users.
• Coordinates logistics with Property Management personnel for scheduled office moves; provides on-site assistance to Property Management or user POCs to ensure connectivity of relocated IT assets at new locations.
• Resolves all outstanding IT connectivity issues at project completion; assists contractor network systems engineers in resolving network connectivity and functionality issues related to computer connectivity.
• Provides on-site assistance for stand-ups including all IT needs (computers, phones, printers, VTC, cable TV) for BCTFs including training and conference rooms; supports urgent stand-ups for up to 50 users.
• Coordinates with J6 service providers (Property Management, Service Desk, Security Operations, Network Operations, Telecommunications, AV/VTC, Mobile/Wireless) for cross-functional project tasks.
• Submits digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; assists with bench stock equipment recovery during decommissions.
• Documents all project activities in ServiceNow sub-task WOs; updates the BCTF/OSR SharePoint portal with active project status and project-related documents.

Requirements

• Shall possess at the time of award a Secret security clearance
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Qualifications

• Education and Experience: Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
• Required Experience: 5 or more years of professional experience supporting a similar role.
• Experience supporting a DoD or J6 customer is a plus.
• Certification: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician Preferred: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, network cabling certification