Desktop Support Technician IV

Empower AI Inc. invites you to join our on-site support team in Philadelphia as a Desktop Support Technician IV. This role delivers ticket processing, on-site and remote user support for GSA DIGIT under the Enterprise IT Service Desk, and supervision of Deskside Technicians at the GSA R03 Regional Office. Enjoy leadership responsibilities, direct customer impact, and opportunities for professional growth in a collaborative, enterprise IT environment.

Benefits

• On-site work in Philadelphia supporting local users and teams.
• Opportunity to lead Deskside Support Technicians at the GSA R03 Regional Office and shape frontline support.
• Professional development through ITILv4 Foundation training with potential certification within 120 days.
• Hands-on involvement in enterprise IT service delivery with cross-team collaboration.

Responsibilities

• Manage Deskside Support Technicians in the GSA R03 Regional Office.
• Perform a variety of clerical and administrative duties pertinent to onsite support.
• Respond to trouble tickets to resolve user problems and open tickets to track resolutions.
• Provide technical support onsite or remotely via phone, email, and instant message for password resets, email, directories, standard MS Windows desktop applications, smartphones, and network connectivity.
• Provide personal computer support, problem analysis, and hardware/software installation and configuration.
• Interact daily with customers to ensure productivity; provide individual feedback.
• Monitor team productivity and quality; provide individual feedback.
• Coordinate fix actions with other teams, document fix actions, and train junior technicians in R03.
• Maintain an audit trail and statistical records of all problems and conditions reported by the client.
• Support R03 Field Office visits personally or with R03 staff.

Requirements

• Public Trust Clearance (or ability to obtain).
• ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.
• Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
• Provides technical/management leadership on major tasks or technology assignments.
• Has domain and expert technical knowledge.
• Decision-making and domain knowledge may have a critical impact on overall project implementation.
• Contributes to deliverables and performance metrics and may supervise others.
• Technologies: Windows, web browsers, Active Directory.