Tier II Deskside Technician (Senior)

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 (Senior), 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 advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation point for Tier II Deskside operations across NIPRNet, SIPRNet, and higher classification networks; lead workstation imaging and deployment operations; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability data on the most critical workstations; and provide on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response.

Responsibilities

• Serve as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyze incidents that exceed mid-level technical capability and determine root cause through advanced systems analysis; select technically appropriate remediation without supervisor direction on individual incidents.
• Provide 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and at the Pentagon Service Desk across all network classifications; independently determine incident prioritization and response posture during periods without on-site supervision; support 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyze cyber vulnerability scan output to identify and prioritize remediation on the most critical workstations across the endpoint fleet; exercise specialized judgment in vulnerability prioritization and remediation approach selection; coordinate with J6 Cyber Security teams on prioritized remediation lists; contribute to the weekly Cyber Vulnerability Remediation Report.
• Lead workstation imaging and deployment operations at Government-furnished dedicated imaging locations; design imaging configurations based on user-specific functional specifications; independently validate builds against enterprise STIG and security standards; coordinate deployment schedules with users and provide post-installation verification analysis.
• Independently analyze CAC and SIPRNet PKI token PIN reset and replacement incidents; exercise specialized judgment in identifying authentication failure root cause and selecting reset or replacement approach; provide after-hours analytical support at the Pentagon.
• 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; exercise specialized judgment in validating identity proofing documentation, evaluating request legitimacy, and applying DoD PKI policy to each request affecting classified-network access.
• Independently manage 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 for Government leadership.
• Design and execute manual software patching strategies for standalone (non-networked) computers; determine patch sequencing, validation procedures, and rollback contingencies; contribute to the patching schedule and the monthly Standalone Patching Compliance Report.
• Independently facilitate warranty repair coordination via Dell TechDirect and other Government-approved vendor tools; analyze diagnostics, manage repair coordination, and ensure testing and certification of returned equipment.
• Provide advanced analytical support for conferences and events at NCR building locations; support user-embedded geographical support at approximately 12 dedicated OUSD and other locations through systems analysis tailored to each user community.
• 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; analyze bench stock requirements and contribute trend analysis to the weekly Equipment on Hand Report.
• Identify recurring technical patterns across senior Tier II escalations, vulnerability classes, and Trusted Agent requests; contribute recommendations for SOP improvements, baseline configuration updates, and program procedural refinements to J6 program leadership.

Requirements

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation resource for a Tier II deskside operation without continuous direct supervision.
• Ability to exercise significant discretion and independent judgment in escalated incident diagnosis and resolution, in DoD PKI Trusted Agent authentication decisions, in cyber vulnerability prioritization, in imaging configuration validation, in 24x7x365 PFPA Operations Center response posture, and in CAPSTONE event analytical support.
• Working knowledge of enterprise endpoint computing, workstation imaging and STIG configuration validation, DoD PKI policy and Trusted Agent procedures, CAC and SIPRNet PKI token operations, MFA YubiKey programs, cyber vulnerability analysis and remediation, Dell TechDirect warranty coordination, 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 the most technically complex Tier II incidents through independent advanced systems analysis.
• Strong customer service orientation with demonstrated experience in DoD or other large federal customer environments.
• Ability to effectively prioritize and execute analytical tasks across multiple concurrent escalations in a high-pressure, 24x7-coverage environment.
• Availability for on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response.
• Good written, oral, and interpersonal communication skills; ability to present technical decisions and analytical findings in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products as required to support technical decisions.
• Highly self-motivated and directed; capable of operating with minimal supervision in a fast-paced, dynamic environment.