Empower AI (formerly NCI) elevates public sector teams with the power of AI, to ensure America’s missions are met.
Virtual Service Desk Technician
Location
United States
Posted
23 days ago
Salary
0
Seniority
Mid Level
Job Description
Virtual Service Desk Technician
Empower AI
Role Description DIGIT 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. - Monitoring team productivity and quality; providing colleague feedback. - Maintaining an audit trail and statistical records of all problems and conditions reported by the client. - Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions. - Escalating 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 comprehensive knowledge across key tasks and high impact assignments. - Plans and leads major technology assignments. - Evaluates performance results and recommends major changes affecting short-term project growth and success. - Functions as a technical expert across multiple project assignments. - May supervise others. - Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others. - Ability to communicate in both oral and written forms effectively with all levels of staff as well as clients. - Maintains standard working hours per the DIGIT contract and is available for meetings and other collaborative efforts during working hours. - Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments. Requirements - 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. - At least three (3) years experience with Windows and/or Mac desktop support. - At least three (3) years experience with Smartphone support. - At least three (3) years experience with remote support tools. Education and Experience - 4 - 9 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. 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, ensuring the protection of proprietary company and customer information. - Viewing computer screens and sitting for long periods of time. - Travel is not required.
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