Tier II Deskside Technician (Mid-level)

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, and how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive.

About the role

As the Tier II Deskside Technician (Mid-level), you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will independently apply systems analysis techniques and specialized technical knowledge to analyze and resolve Tier II hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks. This role involves designing and modifying workstation imaging configurations, serving as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance, analyzing cyber vulnerability data, and consulting with users to determine functional specifications for hardware, software, peripheral, and authentication configurations.

Responsibilities

• Independently analyze and diagnose hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; determine root cause and select technically appropriate remediation for each incident based on user-specific and system-specific fact patterns.
• Consult with users to determine functional specifications for hardware, software, peripheral, and authentication configurations; design configuration approaches that meet user-specific operational requirements while maintaining J6 baseline compliance.
• Design and modify workstation imaging configurations based on user-specific functional specifications; determine premium-load and user-unique software configurations for each workstation; resolve imaging exceptions and configuration conflicts.
• Serve as a Trusted Agent (TA) under DoD PKI policy with authority to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; validate identity proofing documentation, evaluate request legitimacy, and apply DoD PKI policy to each request affecting classified-network access (approximately 200 token-related requests per month).
• Perform CAC and SIPRNet PKI token PIN reset analysis during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provide after-hours analytical support at the Pentagon.
• Manage MFA physical security token inventory including 100 YubiKey security tokens; analyze token assignment requests, consult with users to determine MFA functional specifications, and provide specialized user instruction; produce monthly MFA Security Token Inventory analysis for Government leadership.
• Analyze cyber vulnerability scan output to identify the most vulnerable computers across the endpoint fleet; select appropriate remediation approaches for each vulnerability based on system-specific risk and operational impact; remediate a minimum of 15 of the most vulnerable computers per network per week with 95% remediation accuracy; produce the weekly Cyber Vulnerability Remediation Report.
• Design and execute manual software patching strategies for approximately 150 standalone (non-networked) computers; determine patch sequencing, validation procedures, and rollback contingencies; produce the monthly Standalone Patching Compliance Report.
• Utilize DameWare remote access tools as one of multiple resolution approaches; determine whether electronic distribution, remote configuration modification, or on-site analytical intervention is the appropriate technical approach for each incident.
• Analyze data preservation requirements when performing operations that risk data loss; design backup, restore, and verification sequencing for each operation; ensure DAR application verification and compliant device security configurations on all required systems.
• Document technical decisions, configuration rationale, root-cause analyses, and remediation outcomes in ServiceNow; submit digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; produce the weekly Equipment on Hand Report with anticipated shortfall analysis for Government leadership.
• Identify recurring technical patterns across Tier II incidents, vulnerability classes, and token-request scenarios; contribute recommendations for SOP improvements, baseline configuration updates, and PKI Trusted Agent procedural refinements to J6 program leadership.

Requirements

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to analyze Tier II incidents, design configurations, exercise DoD PKI Trusted Agent authority, and resolve technical issues without continuous direct supervision.
• Ability to exercise discretion and independent judgment in incident diagnosis and resolution path selection, PKI Trusted Agent authentication decisions under DoD PKI policy, cyber vulnerability remediation prioritization, imaging configuration design, and DAR exception handling.
• Working knowledge of enterprise endpoint computing, workstation imaging and configuration design, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, standalone patching design, DameWare remote access, DAR application verification, and DPAS asset accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex issues.