End User Support Specialist

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 Summary: The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time‑sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment. The role of an SME Computer User Support Specialist is to manage ticket processing and resolution, which includes detailed and clear documentation of problems and the actions taken to resolve them. Customer service is key to this position. The specialist provides on‑site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is onsite in Washington, DC. Responsibilities: Performs a variety of clerical and administrative duties pertinent to on‑site support. Responds to trouble tickets to resolve user problems. Provides technical support through phone, email, and instant message to users in the areas of password resets, e‑mail, directories, Macbook configuration and support, standard Microsoft Windows desktop applications, smartphones 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. Monitors team productivity and quality; provides individual feedback. Maintains 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. Qualifications Requirements: Public Trust Clearance (or ability to obtain). ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. Bachelor’s Degree or equivalent. Minimum 7-12 years of work experience. Minimum of one (1) year of recent experience with Mac‑book support. 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. Possesses and applies a 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. Contributes to deliverables and performance metrics. Desired: Proficient with Macbooks. Apple Device Support certified. Experience with Jamf Pro. Must be willing to work a variety of shifts, including holidays as scheduled. Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory. Physical Requirements: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following: Personnel are expected to ensure the protection of proprietary company and customer information consistent with the company’s expectations of information security. Communicate verbally and respond to verbal communications in person, over the phone or by video chat. Communicate clearly and succinctly in writing, primarily utilizing a keyboard. Sitting for long periods. Viewing computer screens for long periods of time. Travel may be required within a 50 mile radius. 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