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Empower AI (formerly NCI) elevates public sector teams with the power of AI, to ensure America’s missions are met.
Desktop Support Technician II
Location
United States
Posted
100 days ago
Salary
0
No structured requirement data.
Job Description
Desktop Support Technician II
Empower AI
This role involves providing technical support and administrative duties pertinent to Help Desk operations. Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, 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 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 Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials Monitors team productivity and quality; provides individual feedback Provides Help Desk assistance, including answering phones and monitoring the Help Desk mailbox Prepares and delivers employee and customer coding and data entry training 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
Job Requirements
- Public Trust Clearance by start date
- 2 - 7 years of experience and high school diploma
- 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 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
- Provides technical assistance to computer users
- May provide assistance concerning the use of computer hardware and software, including printing and installations
- 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
- Maintain standard working hours per the DIGIT contract and be available for meetings and collaborative efforts during working hours
- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments
- 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 minimally, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds)
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