[Hiring] Remote Support Technician @Empower AI Inc.

Role Description

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users, including:

• Diagnostic problem-solving via remote access tools.
• Classified access troubleshooting.
• Coordination with deskside technicians for on-site intervention.

The candidate exercises discretion and independent judgment in:

• Technical resolution decisions.
• Determining when an issue can be resolved remotely versus when on-site intervention is required.
• Escalating stalled incidents.

Additional responsibilities include:

• Independently supports remote support operations, managing assigned incident workload and resolving end-user issues.
• Ensures SLA compliance using ServiceNow.
• Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools.
• Documents all support activities in ServiceNow.
• Provides timely and effective solutions to customer problems.
• Collaborates with the Solution Center Lead on complex issues.
• Independently escalates issues to EUD Tier II technicians.
• Maintains accurate records of customer interactions.
• Stays current with the latest software and hardware technologies.
• Adheres to established service level agreements and performance metrics.
• Performs remote diagnostics on J6-issued Government Furnished Equipment (GFE).
• Supports NIPR and SIPR remote access troubleshooting.
• Monitors aging remote support tickets and escalates stalled incidents.

Qualifications

• Active Secret security clearance at time of award.
• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge.
• Ability to exercise discretion and independent judgment in technical resolution decisions.
• Working knowledge of enterprise desktop environments, Windows operating systems, and remote access tools.
• Strong analytical and problem-solving skills.
• Strong customer service orientation.
• Ability to effectively prioritize and execute tasks across multiple concurrent incidents.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues.
• Highly self-motivated and directed.
• Keen attention to detail and rigorous documentation standards.
• Team-oriented and skilled in working within a collaborative remote environment.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification and directly relevant professional experience.
• 5 or more years of progressively responsible professional experience in Tier II remote support or IT systems analysis.

Benefits

• Recognized as a 2024 Military Friendly Employer by Viqtory.

Company Description

Empower AI is AI for government, providing federal agency leaders with tools for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience in Health, Defense, and Civilian missions.