Tier II Service Counter Technician - 1st Shift (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 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

As the Service Counter Technician - 1st Shift (Mid-Level) 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 be responsible for providing Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware and software issues, processing equipment exchanges, and ensuring rapid turnaround of end-user IT requests at the Pentagon service counter.  

  

Highlights of Responsibilities: 

 

• Provides Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware, software, and connectivity issues. 

• Processes equipment exchanges, device requests, and hardware replacements at the service counter in accordance with J6 asset management procedures. 

• Diagnoses and resolves desktop, laptop, and peripheral issues for walk-in customers, escalating complex issues to deskside or Tier III teams as needed. 

• Documents all service counter interactions in ServiceNow, ensuring accurate records of issues, actions taken, and resolutions. 

• Maintains the service counter inventory of spare parts, loaner equipment, and consumables. 

• Processes DD Form 1150s for equipment issuances and turn-ins at the service counter. 

• Coordinates with the imaging team for device reimaging and deployment requests. 

• Maintains a clean, organized service counter environment and professional appearance during all customer interactions. 

• Supports first shift coverage requirements and participates in shift handoff procedures. 

• Assists with break-fix repairs, hardware upgrades, and software installations for walk-in users. 

Qualifications

Requirements: 

  

• Shall possess at the time of award a Secret security clearance 

• Strong customer service orientation. 

• Proven analytical and problem-solving abilities. 

• Ability to effectively prioritize and execute tasks in a high-pressure environment. 

• Good written, oral, and interpersonal communication skills. 

• Ability to conduct research into PC and software issues and products as required. 

• Ability to present ideas in business-friendly and user-friendly language. 

• Highly self-motivated and directed. 

• Keen attention to detail. 

• Team-oriented and skilled in working within a collaborative environment. 

  

Education and Experience:  

  

• Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied. 

• Required Experience: 2 to 5 years of professional experience supporting a similar role.  

• Experience supporting a DoD or J6 customer is a plus.  

• Certification:  

• ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician 

• Preferred:  

• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator 

 

Physical Requirements:  

 

This position requires the ability to perform the below essential functions: 

  

• Sitting for long periods 

• Standing for long periods 

• Ambulate throughout an office 

• Stoop, kneel, crouch, or crawl as required 

• Repeatedly lift and carry weights up to 50 pounds 

About Empower AI

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