DESKSIDE TECHNICIAN (BOYERS, PA)

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.

Empower AI is seeking a motivated Deskside Technician (Boyers, PA) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, the technician determines root cause and business impact, decides whether to repair, reconfigure, re-image, replace, or escalate, evaluates configurations against the enterprise baseline and STIG requirements, and implements the chosen solution using administrative privileges. The role also assesses hardware lifecycle data, coordinates vendor service as the Government's technical liaison, and turns recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

• Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or escalate.
• Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges.
• Determine appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE).
• Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation.
• Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and configuration decisions for reuse in the knowledge base.
• Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, or disposition actions to asset management.
• Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.

• CompTIA A+ CE, Network+ CE, or Security+ CE certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Familiarity with MECM/SCCM, Intune, Group Policy, BitLocker, and enterprise imaging tools.
• Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
• Interest in growing into endpoint engineering, systems administration, or cybersecurity roles.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

If hired for this position, the base salary range would be within the range provided. The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.