Tier II Forward Deployed Deskside Technician (Mid-Level)

About the Role

Empower AI is AI for government, providing federal agency leaders with tools to elevate workforce potential and achieve meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions.

Position Summary

As the Tier II Forward Deployed 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 (OPTIONAL) as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will be responsible for delivering Tier II deskside IT support at the forward-deployed Crystal City location in a TS/SCI classified environment — independently applying systems analysis techniques to perform workstation configuration, hardware troubleshooting, application support, advanced installations, and on-site service calls in support of J6 customers. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Primary Duties

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to perform Tier II deskside support in a TS/SCI classified environment at the forward-deployed Crystal City location, including diagnostic problem-solving across hardware, software, applications, and network connectivity domains. The candidate exercises discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams — operating at a geographically separated forward-deployed site without continuous on-site Tier III supervision.

Key responsibilities include:

• Independently delivering deskside IT support including workstation configuration, application troubleshooting, printer and peripheral support, and hardware replacement; determining root cause and selecting technically appropriate remediation without requiring supervisor direction on individual incidents.
• Resolving Tier II incidents in ServiceNow and independently performing on-site service calls in accordance with J6 procedures; exercising judgment in prioritizing concurrent calls across the forward-deployed user population.
• Applying technical expertise in desktop systems, Windows OS, and enterprise applications to resolve complex end-user issues; independently selecting diagnostic approach based on observed symptoms and system configuration.
• Documenting all support activities, maintaining accurate ticket records, and ensuring all service requests are resolved within established SLA timeframes; ensuring detailed break-fix steps and resolutions are captured in ServiceNow.
• Providing advanced customer service and support, communicating with high-profile customers in a professional and courteous manner; exercising judgment in adapting technical communication to the customer's role and operational context.
• Independently performing installations, upgrades, and configuration of customer-specific hardware and software; analyzing system requirements, identifying conflicts, and determining corrective configuration actions.
• Accepting warm transfers from other technicians to continue remote support seamlessly; exercising judgment in determining when an in-progress remote session requires on-site continuation.
• Performing advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals including software and hardware; providing remote and on-site troubleshooting depending on issue characteristics.
• Independently troubleshooting and supporting Windows operating systems, advanced Microsoft Office product issues, and other enterprise IT issues; upgrading software components as required to maintain system currency and security compliance.
• Providing customers with network technical support; instructing customers and support staff in the use of equipment and software, exercising judgment in determining the appropriate scope and depth of instruction.
• Independently interfacing with infrastructure, Network Operations, database, and development personnel to coordinate issue resolution; exercising judgment in determining the appropriate technical partner and framing the technical handoff.
• Managing multiple simultaneous projects and support requests in a timely manner; exercising judgment in balancing competing project and incident demands at the forward-deployed location.
• Maintaining accurate records of all J6-issued Government Furnished Equipment (GFE) handled during service calls, coordinating with asset management as required; applying specialized knowledge of DoD property accountability standards.
• Supporting after-hours on-call rotations as required to ensure continuous deskside coverage for J6 users at the forward-deployed location.
• Identifying recurring patterns across imaging, deployment, and deskside support activity; contributing recommendations for SOP improvements, baseline configuration updates, and procedural refinements to J6 program leadership.

Requirements

• Active TS/SCI security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver Tier II deskside support at a forward-deployed location without continuous on-site Tier III supervision.
• Ability to exercise discretion and independent judgment in technical resolution decisions, in prioritizing concurrent service calls, and in coordinating with Pentagon-based infrastructure, Network Operations, database, and development teams.
• Working knowledge of enterprise endpoint computing, Windows operating systems, Microsoft Office, enterprise applications, network environments, and DoD GFE accountability.
• Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents.
• Strong customer service orientation with demonstrated experience supporting high-profile customer populations.
• Ability to effectively prioritize and execute tasks across multiple concurrent service calls and projects in a forward-deployed environment.
• Good written, oral, and interpersonal communication skills; ability to present technical ideas in business-friendly and user-friendly language.
• Ability to conduct research into PC and software issues and products as required.
• Highly self-motivated and directed; capable of operating with minimal supervision at a forward-deployed location.
• Availability for after-hours on-call rotations as required.
• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.
• Team-oriented and skilled in working within a collaborative environment, including coordination with Pentagon-based Tier III and infrastructure teams.

Education and Experience

Required Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.

Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or forward-deployed Tier II deskside support in roles requiring independent judgment and technical decision-making.

Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including forward-deployed or geographically distributed IT operations; experience supporting TS/SCI classified environments is strongly preferred.

Required Certifications

• ITIL v4 Foundations
• CompTIA Security+
• HDI Desktop Advanced Support Technician

Preferred Certifications

• CompTIA A+
• Microsoft 365 Certified: Modern Desktop Administrator
• Dell TechDirect

Physical Requirements

The essential physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the technical responsibilities described herein:

• Ability to sit and stand for extended periods in a professional office environment.
• Ability to ambulate throughout office buildings and supported facilities.
• Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces.
• Ability to repeatedly lift and carry equipment up to 50 pounds.

Pay

Pay Band Min USD $69,890.00/Yr. Pay Band Max USD $104,840.00/Yr.