Tier II Service Counter Technician - 1st Shift (Mid-Level)

Overview

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.

Responsibilities

As the Service Counter Technician - 1st Shift (Mid-Level) you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) as part of DISA’s Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract.  You will be responsible for providing Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware and software issues, processing equipment exchanges, and ensuring rapid turnaround of end-user IT requests at the Pentagon service counter.  

  

Highlights of Responsibilities: 

 

• Provides Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware, software, and connectivity issues. 

• Processes equipment exchanges, device requests, and hardware replacements at the service counter in accordance with J6 asset management procedures. 

• Diagnoses and resolves desktop, laptop, and peripheral issues for walk-in customers, escalating complex issues to deskside or Tier III teams as needed. 

• Documents all service counter interactions in ServiceNow, ensuring accurate records of issues, actions taken, and resolutions. 

• Maintains the service counter inventory of spare parts, loaner equipment, and consumables. 

• Processes DD Form 1150s for equipment issuances and turn-ins at the service counter. 

• Coordinates with the imaging team for device reimaging and deployment requests. 

• Maintains a clean, organized service counter environment and professional appearance during all customer interactions. 

• Supports first shift coverage requirements and participates in shift handoff procedures. 

• Assists with break-fix repairs, hardware upgrades, and software installations for walk-in users. 

Qualifications

Requirements: 

  

• Shall possess at the time of award a Secret security clearance 

• Strong customer service orientation. 

• Proven analytical and problem-solving abilities. 

• Ability to effectively prioritize and execute tasks in a high-pressure environment. 

• Good written, oral, and interpersonal communication skills. 

• Ability to conduct research into PC and software issues and products as required. 

• Ability to present ideas in business-friendly and user-friendly language. 

• Highly self-motivated and directed. 

• Keen attention to detail. 

• Team-oriented and skilled in working within a collaborative environment. 

  

Education and Experience:  

  

• Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied. 

• Required Experience: 2 to 5 years of professional experience supporting a similar role.  

• Experience supporting a DoD or J6 customer is a plus.  

• Certification:  

• ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician 

• Preferred:  

• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator 

 

Physical Requirements:  

 

This position requires the ability to perform the below essential functions: 

  

• Sitting for long periods 

• Standing for long periods 

• Ambulate throughout an office 

• Stoop, kneel, crouch, or crawl as required 

• Repeatedly lift and carry weights up to 50 pounds 

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.