Desktop Support Technician

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

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.

This is a 6 month temp position with the possibility to be extended permanently.

DIGIT is seeking a Junior Computer User Support Specialist, the 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 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.  This is an onsite position located in Kansas City, MO.

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

RESPONSIBILITIES

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

- Performs a variety of clerical and administrative duties pertinent to the Help Desk.

- Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.

- Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.

- 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.

- Responsible for scheduling and coordinating all training activities 

- Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar 

- Contacts hardware and software vendor representatives to solicit and arrange product demonstrations 

- Provides Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox 

- Contacts hardware and software vendor representatives to solicit and arrange product demonstrations 

- Able to plan, direct, or carry out special projects involving Help Desk promotion activity 

- Capable of adding and removing workstations to the domain 

- Assists in gathering information to respond to client questions and reported problems, as well as assisting groups, users, or individuals in locating and obtaining materials 

- Assists supervisor in organization and reporting to complete assignments 

- Coordinates and monitors the completion of tasks 

- Apprises supervisor of progress of tasks; identifies problem areas and recommends solutions 

- Maintains and verifies daily statistics; generates daily statistical reports

- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

CONTRACT REQUIRED QUALIFICATIONS

This following are REQUIRED for this position:

- Public Trust Clearance 

- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.

- Applies fundamental concepts, processes, practices, and procedures on technical assignments. 

- Performs work that requires practical experience and training. Work is performed under supervision.

- Provide technical assistance to computer users. 

- Answer questions or resolve computer problems for clients in person, or via telephone or electronically. 

- May provide assistance concerning the use of computer hardware and software, including printing and installations.

- 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.

- Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.

- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

CONTRACT DESIRED QUALIFICATIONS

The following are DESIRED for this position:

- Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.

- Work is performed under supervision.

- Contributes to deliverables and performance metrics.

- Proficiency in 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.

EDUCATION AND EXPERIENCE

The following are the education and experience required for this position:

- High School Diploma.

- 0 - 5 years of work experience.

- Experience supporting industry standard software products.

- Demonstration of time management and self discipline with cultural change management and Agile mindset.

PHYSICAL REQUIREMENTSThe 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: 

- Onsite performance location: 2300 Main St. Kansas City, MO 64108

- 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 is not required

- Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.

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.