[Hiring] Desktop Support Technician II @Empower AI Inc.

Role Description

DIGIT is seeking a Virtual Service Technician to join a fully remote, end-user device support team with a focus on deployment of new hardware via the refresh process. The VST is responsible for keeping a schedule of Google Meet appointments directly interfacing with end-user customers, supporting IT asset management through the ServiceNow application for asset and ticket management, and collaborating with the refresh care team, including IT warehouse personnel, as well as team members across various IT services departments.

This position shall perform the following (to include but not limited to) activities:

• Performs a variety of clerical and administrative duties pertinent to Help Desk
• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity
• Documents all issues and generates incident tickets, detailing common issues or error trends
• Provides personal computer support, problem analysis, and hardware/software installation and configuration
• Works with end users, resolving their software and hardware issues in an efficient manner
• Interacts daily with customers to ensure productivity; provides individual feedback
• Responsible for scheduling and coordinating all training activities
• Communicates with end users to schedule appointments to set up new Government assets - either mobile or laptop, and assists end users with delivery/return of assets
• Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar
• Maintains up to date knowledge of all company products, service procedures, and offerings to properly assist users
• Monitors team productivity and quality; provides individual feedback
• Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox
• Maintains and verifies daily statistics; generates daily statistical reports
• Maintains an audit trail and statistical records of all problems and conditions reported by the client
• Escalates issues to vendor and third-party entities, as necessary and directed by the Government

Qualifications

• Public Trust Clearance by start date
• 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
• Provides technical assistance to computer users
• May provide assistance concerning the use of computer hardware and software
• 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
• Maintain standard working hours per the DIGIT contract
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments

Requirements

• ITILv4 Foundation Certification (desired)
• Proficiency in the Google Suite, Microsoft Office, Slack, and ServiceNow
• Must be willing to work a variety of shifts, including holidays as scheduled
• 2 - 7 years of experience and high school diploma
• Experience as a remote worker demonstrating time management and self-discipline

Physical Requirements

• If remote, maintain home workspace in a safe manner, free from safety hazards
• Communicate verbally in person, over the phone or by video chat
• 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