Virtual Service Desk Tech

Empower AI Inc. offers a remote role focused on keeping computer users productive through responsive virtual support. You’ll help troubleshoot issues, handle password and email needs, support Windows and Mac desktop applications, assist with smartphones and network connectivity, and ensure every request is tracked with clear records. If you prefer structured work with measurable impact, this position combines customer support, technical problem-solving, and escalation paths when issues require vendor or third-party involvement.

Responsibilities

• Perform clerical and administrative tasks related to remote technical assistance.
• Respond to trouble tickets to resolve user problems efficiently.
• Deliver technical guidance to computer users via phone, email, and instant message, including password resets, email, directories, standard MS Windows and Mac desktop applications, smartphone support, and network connectivity.
• Analyze personal computer support needs and assist with hardware/software installation and configuration.
• Interact daily with customers to support productivity and provide peer feedback.
• Maintain an audit trail and statistical records for issues and conditions reported by clients.
• Escalate issues to vendors and third-party entities when required and directed.

Requirements

• Public Trust Clearance by start date.
• 2-7 years of experience and a high school diploma.
• Experience as a remote worker, demonstrating time management and self-discipline, along with cultural change management and an Agile mindset.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, which may be obtained within 120 days after hire.
• Ability to apply expertise across complex work assignments that may be broad in scope and require originality to determine how to complete tasks.
• Capacity to develop methodology and present solutions with appreciable latitude.
• Contribution to deliverables and performance metrics, when applicable.
• Ability to provide technical assistance to computer users in person or via telephone or electronic channels.
• May support computer hardware and software use, including printing and installations.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision, and ability to supervise or lead others if needed.
• Strong communication skills in both oral and written forms, with effectiveness across staff levels and clients.
• Maintain standard working hours per the DIGIT contract and be available for meetings and collaboration during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high-impact assignments using practical experience and training to determine how to accomplish work.

Tools You’ll Use

• ITILv4, MS Windows, Mac
• Word processing, electronic mail, operating systems
• Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets)
• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Slack, ServiceNow

Preferred

• 2 years of experience with Windows and/or Mac desktop support.
• 2 years of experience with smartphone support.
• 2 years of experience with remote support tools.
• Proficiency with Google Suite, Microsoft Office, Slack, and ServiceNow.
• Willingness to work a variety of shifts, including holidays as scheduled.

Physical Requirements

• If remote: maintain a home workspace in a safe manner, free from safety hazards and aligned with information security policies.
• Communicate verbally via in-person, phone, or video chat, and write clearly using a keyboard.
• Appear on camera for meetings via video chat and ensure protection of proprietary company and customer information in line with information security expectations.
• View computer screens and sit for long periods of time.
• Travel is not required.

Location: Remote (remote)

Compensation: USD 19 - 29 per hourly

Experience level: Minimum 2 years

Education: High school diploma