VIP Support Technician (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 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 Primary Duty – VIP Systems Analysis, TS/SCI Technical Support, and Independent Judgment Independently applies systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity failures for Level II Gold and Level III Platinum VIP users across NIPRNet, SIPRNet, and TS/SCI networks; maintains single-ownership cradle-to-grave accountability for each incident. Conducts daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM; independently analyzes and documents current issues impacting each VIP customer across all classification levels, determines appropriate immediate action, and initiates resolution. Independently installs, configures, re-images, and maintains VIP desktop and notebook systems across NIPRNet, SIPRNet, and TS/SCI environments; performs software updates and vulnerability remediation; analyzes network issues using Fluke and determines appropriate VLAN whitelisting and MAC address configurations. Applies specialized knowledge of PKI infrastructure and identity management to serve as a Trusted Agent; independently supports CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements. Independently provisions, tests, and maintains classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices; maintains ready bench stock for rapid replacement. Serves as COMSEC Account Hand Receipt Holder in coordination with the J6 COMSEC and JS COMSEC accounts; independently manages classified COMSEC requirements at VIP residences and TS/SCI locations. Independently supports Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, JBAB), and Home SCIF facilities on a 24×7×365 basis. Independently provisions and tests all IT equipment for VIP travel missions including TS/SCI requirements; restocks upon return; coordinates with SECDEF Communications and Chairman Communications. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for: Providing dedicated Tier II IT support to Level II Gold and Level III Platinum VIP users across NIPRNet, SIPRNet, and TS/SCI networks, maintaining single ownership from cradle-to-grave for each incident and service request. Conducting daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM to receive current issues impacting the customer. Responding to and resolving VIP incidents and service requests, prioritizing VIP tickets above all other workload; documenting all incidents promptly and accurately in ServiceNow. Installing, configuring, re-imaging, and maintaining VIP desktop and notebook systems; performing software updates and vulnerability remediation as mandated. Troubleshooting network issues with Fluke and whitelisting MAC addresses to add correct VLAN. Serving as a Trusted Agent to support CAC PIN Resets, SIPRNet token PIN resets, new SIPRNet token requests and replacements. Provisioning, testing, and maintaining classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users, maintaining ready bench stock for rapid replacement. Providing support answering VIP calls in the Interactive Client software and responding to customer requests in the VIP team mailbox. Providing after-hours on-call support for VIP customers on a rotational basis for one-week increments. Supporting Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, Joint Base Anacostia Bolling), and Home SCIF facilities, 24×7×365. Provisioning and testing all IT equipment in support of VIP travel missions, restocking upon return; coordinating with SECDEF Communications and Chairman Communications. Serving as COMSEC Account Hand Receipt Holder in coordination with the J6 COMSEC and JS COMSEC accounts for classified COMSEC requirements at VIP residences. Qualifications Requirements Active TS/SCI security clearance at time of award. Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve complex VIP IT problems across TS/SCI and lower classification networks without continuous direct supervision. Ability to exercise discretion and independent judgment in diagnosing, prioritizing, and resolving VIP incidents in a high-visibility, mission-critical TS/SCI environment. Working knowledge of enterprise endpoint computing, mobility device management (DMUC, DMCC-S, DMCC-TS, WINDAR-S), NIPRNet, SIPRNet, and TS/SCI classified network environments. COMSEC account management experience preferred. Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents. Exceptional customer service orientation with demonstrated experience supporting executive or VIP-level end users. Ability to effectively prioritize and execute tasks across multiple concurrent VIP incidents in a high-pressure environment. Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language. Ability to provide 24×7×365 on-call support on a rotational basis. Highly self-motivated and directed; capable of operating with minimal supervision. Strong attention to detail and rigorous documentation standards consistent with DoD compliance requirements. Team-oriented and skilled in working within a collaborative environment. Education and Experience Required Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree. Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration including experience in TS/SCI environments. Prior experience supporting a DoD or J6 VIP customer environment is strongly preferred. Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator. Physical Requirements The essential physical functions below are incidental to the primary duties of this position and are performed in furtherance of the responsibilities described herein: Ability to sit and stand for extended periods in a professional office or customer site environment. Ability to ambulate throughout office buildings and customer facilities. Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces. Ability to repeatedly lift and carry equipment 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. #J-18808-Ljbffr Empower AI