Tier II Deskside Technician (Senior)

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

• Serving as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzing incidents that exceed mid-level technical capability and determining remediation through advanced systems analysis.
• Providing 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and Pentagon Service Desk (all network classifications); supporting 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzing cyber vulnerability scan output and prioritizing remediation on the most critical workstations across the endpoint fleet; coordinating prioritized remediation lists with J6 Cyber Security teams; contributing to the weekly Cyber Vulnerability Remediation Report.
• Leading workstation imaging and deployment operations at Government-furnished dedicated imaging locations; validating builds against enterprise STIG and security standards; coordinating deployment schedules with users and providing post-installation verification.
• Analyzing CAC and SIPRNet PKI token PIN reset and replacement incidents; providing after-hours analytical support at the Pentagon.
• Serving as a Trusted Agent (TA) under DoD PKI policy to process Joint Staff SIPRNet PKI token requests to the Registration Authority for authentication credential issuance; exercising specialized judgment in DoD PKI policy application.
• Managing MFA physical security token program including YubiKey inventory analysis, specialized user instruction on Government-approved MFA and 2FA physical security tokens, and monthly MFA Security Token Inventory analysis.
• Designing and executing manual software patching strategies for standalone (non-networked) computers; determining patch sequencing, validation procedures, and rollback contingencies; supporting the monthly Standalone Patching Compliance Report.
• Facilitating warranty repair coordination via Dell TechDirect; analyzing diagnostics, managing repair coordination, ensuring testing and certification of returned equipment.
• Providing advanced analytical support for conferences and events at NCR