Helpdesk Support Senior (CA)

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

Empower AI: As the Helpdesk Support Senior (CA), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract.  You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.  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 adapt to dynamic environments rapidly.

 

Highlights of Responsibilities:

• Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
• Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
• Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
• Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
• Provide O&M support for OMC desktop, laptop, and tablet information systems.
• Image information systems using the government-provided operating system image
• Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.
• Submit tickets for all reported incidents, work orders, and service requests.
• Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
• Provide VTC support for scheduling, call setup, testing, and troubleshooting measures
• Facilitate mapping and troubleshooting user access to shared network resources.
• Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
• Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
• Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
• Provide PKI Trusted Agent (TA) support, this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
• Provide Voice Over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
• Troubleshoot all information system hardware line replaceable units (LRU).
• Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost-reimbursable basis as required.
• Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement.
• As requested, provide desk-side training to the end