Desktop Support Technician Ii

2 weeks ago

Philadelphia, United States Empower AI Inc. Full time

Overview:
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

**Responsibilities**:
***

As a Journeyman Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.

**POSITION RESPONSIBILITIES**:

- Performs a variety of clerical and administrative duties pertinent to on site support.
- Responds to trouble tickets to resolve user problems.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
- Monitors team productivity and quality; provides individual feedback.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.

Qualifications:
**CONTRACT REQUIRED QUALIFICATIONS**:

- Public Trust Clearance (Or ability to obtain)
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Possesses and applies expertise on multiple complex work assignments.
- Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
- Operates with appreciable latitude in developing methodology and presenting solutions to problems.
- Work is performed remotely under supervision.
- Contributes to deliverables and performance metrics.

**CONTRACT DESIRED QUALIFICATIONS**:

- Must be willing to work a variety of shifts, including holidays as scheduled
- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
- Familiarity with the following technologies**:Windows, web browsers, and basic functions of Active Directory**

**EDUCATION AND EXPERIENCE**
- Associate’s Degree or equivalent.
- Minimum 2 - 7 years of work experience.
- At least one (1) year experience with Windows desktop support.
- At least two (2) years experience working knowledge of remote tools.
- Experience supporting industry standard software products.
- Experience as a remote worker demonstrating time management and self discipline.

**PHYSICAL REQUIREMENTS**

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

- Personnel are expected to ensure the protection of proprietary company and customer information consistent with the company’s expectations of information security.
- Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
- Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
- Sitting for long periods.
- Viewing computer screens for long periods of time.
- Travel may be required.

About Empower AI:
It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.

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