Desktop Support Technician II – Virtual Service Tech

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Job Description:

  • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.
  • Document all issues and generate incident tickets, detailing common issues or error trends.
  • Work with end users, resolving their software and hardware issues in an efficient manner.
  • Interacts daily with customers to ensure productivity; provides individual feedback.
  • Responsible for scheduling and coordinating all training activities.
  • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
  • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Requirements:

  • Public Trust Clearance by start date.
  • ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
  • 2 - 7 years of experience and high school diploma
  • Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
  • Ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
  • 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.

Benefits:

  • Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs.
  • Work with best-in-class technology partners
  • Maintain standard working hours per the DIGIT contract
  • Flexible working hours
  • Ability to communicate effectively with all levels of staff as well as clients.
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