Desktop Support Technician II (Virtual Service Tech)

Empower AI Inc. is expanding its remote support team with a Desktop Support Technician II who will specialize in end-user device assistance, hardware refresh deployments, and IT asset management via ServiceNow. This fully remote role requires coordinating with multiple IT services teams and scheduling Google Meet sessions to support government asset provisioning and lifecycle management.

Responsibilities

• Work as part of a fully remote end-user device support team, focusing on deploying new hardware through the refresh process.
• Maintain a calendar of Google Meet appointments and directly interface with end-user customers to schedule sessions.
• Support IT asset management and ticketing through the ServiceNow platform.
• Collaborate with the refresh care team, IT warehouse personnel, and colleagues across IT Asset Management, Regional Office Base Desk Side Services, Mobile Device Management, and the IT Help Desk.
• Coordinate with end users to set up Government assets, whether mobile devices or laptops, and assist with delivery and return of assets.
• Maintain and publish the daily event calendar and advertise future Help Desk events.
• Maintain up-to-date knowledge of all company products, service procedures, and offerings to assist users effectively.
• Monitor team productivity and quality, providing individual feedback as needed.
• Provide Help Desk support including answering phones, assisting with web content, and monitoring the Help Desk mailbox.
• Maintain and verify daily statistics and generate daily statistical reports.
• Maintain an audit trail and statistical records of all problems and conditions reported by clients.
• Escalate issues to vendors and third-party entities as necessary and directed by Government requirements.

Requirements

• Public Trust Clearance by start date.
• 2 to 7 years of experience with a High School Diploma.
• Experience as a remote worker with strong time management and self-discipline, and the ability to adapt to cultural change with an Agile mindset.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, or ability to obtain within 120 days after hire.
• Ability to handle multiple complex assignments, using originality and initiative to determine how to accomplish tasks.
• Works with appreciable latitude in developing methodologies and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Provides technical assistance to computer users, resolving questions or problems in person, by phone, or electronically.
• May assist with the use of computer hardware and software, including printing and installations.
• Proven ability to work independently in a full or partial remote environment with limited supervision and possibly supervise/lead others.
• Strong oral and written communication skills, with the ability to interact effectively with all levels of staff and clients.
• Maintain standard working hours per the DIGIT contract and be available for meetings and collaboration during those hours.
• Demonstrated ability to apply knowledge across key tasks and high-impact assignments, using practical experience and training to complete tasks.

Technologies

• ServiceNow
• Google Suite (Google Meet, Gmail, Google Calendar, Google Chat, Google Docs, Google Sheets, Google Slides)
• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Slack

Overview

Empower AI is AI for government. The company provides federal agency leaders with tools to elevate workforce potential through a direct path for meaningful transformation. Based in Reston, Virginia, Empower AI brings three decades of experience solving challenges across Health, Defense, and Civilian missions. Its Empower AI Platform offers a practical, sustainable path for clients to achieve transformation that aligns with who they are, what they do, and how they work.

Physical Requirements

• If remote, maintain a secure home workspace that meets safety and information security standards.
• Communicate verbally in person, by phone, or via video, and write clearly using a keyboard.
• Appear on camera for meetings with co-workers and government partners while protecting proprietary information.
• View computer screens for extended periods and engage in seated work.
• Travel is not required.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent to contribute to the firm’s success. Empower AI does not discriminate against applicants or employees based on age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.