Tier II Deskside Technician (Senior)

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

Position Overview

As the Tier II Deskside Technician (Senior), 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 independently apply advanced systems analysis techniques and highly specialized technical knowledge to serve as the primary technical escalation point for Tier II Deskside operations across NIPRNet, SIPRNet, and higher classification networks; lead workstation imaging and deployment operations; serve as a Trusted Agent under DoD PKI policy for Joint Staff SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability data on the most critical workstations; and provide on-call 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response. Each escalation is a discrete advanced systems-analysis problem requiring independent technical judgment applied to a user-specific or system-specific fact pattern. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Primary Duty – Senior Tier II Advanced Systems Analysis, Technical Escalation, and Independent Judgment

The primary duty of this position is the independent application of advanced systems analysis techniques and highly specialized technical knowledge to: serve as the primary technical escalation point for complex Tier II incidents; lead workstation imaging and deployment operations including STIG validation; exercise Trusted Agent authority under DoD PKI policy for SIPRNet PKI token issuance; analyze and prioritize cyber vulnerability remediation on the most critical workstations; and determine response posture for 24x7x365 PFPA Pentagon Operations Center coverage and CAPSTONE event response. The candidate exercises significant discretion and independent judgment in escalated technical decisions, in imaging and configuration validation, in PKI Trusted Agent authentication decisions, in vulnerability prioritization, and in 24x7 response posture determinations — without continuous direct supervision on individual technical decisions. Technical execution of the resulting decisions is incidental to and performed in furtherance of this primary analytical duty.

• Independently serves as the primary technical escalation point for complex hardware, software, and connectivity incidents across NIPRNet, SIPRNet, and higher classification networks; analyzes incidents that exceed mid-level technical capability and determines root cause through advanced systems analysis; selects technically appropriate remediation without supervisor direction on individual incidents.
• Provides 24x7x365 dedicated deskside support presence at the PFPA Pentagon Operations Center and at the Pentagon Service Desk across all network classifications; independently determines incident prioritization and response posture during periods without on-site supervision; supports 24x7 on-call capability for Hampton Roads during heightened operations and CAPSTONE events.
• Analyzes cyber vulnerability scan output to identify and prioritize remediation on the most critical workstations across the endpoint fleet; exercises specialized judgment in vulnerability prioritization and remediation approach selection; coordinates with J6 Cyber Security teams on prioritized remediation lists; contributes to the weekly Cyber Vulnerability Remediation Report.
• Leads workstation imaging and deployment operations at Government-furnished dedicated imaging locations; designs imaging configurations based on user-specific functional specifications; independently validates builds against enterprise STIG and security standards; coordinates deployment schedules with users a