[Hiring] Virtual Service Desk Technician @Empower AI Inc.

Role Description

Empower AI is seeking a Virtual Service Desk Technician to provide technical assistance to computer users. Responsibilities include:

• Performing a variety of clerical and administrative duties pertinent to remote assistance.
• Replying to trouble tickets to resolve user problems.
• Providing expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones, and network connectivity.
• Providing personal computer support analysis, and hardware/software installation and configuration.
• Interacting daily with customers to ensure productivity; providing peer feedback.
• Maintaining an audit trail and statistical records of all problems and conditions reported by the client.
• Escalating issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications

• Public Trust Clearance by start date.
• 2-7 years of experience and high school diploma.
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision.
• Possess the ability to communicate in both oral and written forms effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and be available for meetings and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.

Requirements

• 2 years experience with Windows and/or Mac desktop support.
• 2 years experience with Smartphone support.
• 2 years experience with remote support tools.
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Physical Requirements

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone, or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat.
• Viewing computer screens and sitting for long periods of time.
• Travel is not required or travel minimally, which requires the ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

Benefits

• Competitive salary ranging from USD $19.56/Hr. to USD $29.34/Hr.