Desktop Support Technician II Virtual Service D...
@ Empower AI

Hybrid
$60,000
Hybrid
Full Time
Posted 23 days ago

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Job Details

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce through meaningful transformation. Headquartered in Reston, VA, Empower AI leverages three decades of experience in Health, Defense, and Civilian missions. Visit www.Empower.ai for more information.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

The Desktop Support Technician II Virtual Service Desk Tech will provide technical assistance to computer users by:

  • Replying to trouble tickets and resolving user problems via phone, email, and instant messaging.
  • Assisting with hardware/software installation, configuration, and troubleshooting.
  • Supporting MS Windows and Mac desktop applications, smartphones, and network connectivity issues.
  • Maintaining audit trails and statistical records of problems and client reports.
  • Escalating issues to vendors and third-party entities as required.

Qualifications

Required: Public Trust Clearance by start date, ITILv4 Foundation Training (certification within 120 days), and demonstrated technical assistance capabilities in a remote work environment. Effective communication and teamwork skills are necessary.

Desired: One year experience with Windows/Mac desktop support, smartphone support, remote support tools, proficiency in Google Suite, Microsoft Office, Slack, and ServiceNow, and flexibility to work various shifts including holidays.

Education And Experience

2-7 years of experience with a high school diploma. Demonstrated remote work with time management, self-discipline, and an Agile mindset.

Physical Requirements

Maintain a safe home workspace, effective verbal and written communication via calls and video meetings, and ensure data security. Minimal travel may be required.

About Empower AI

All hiring and promotion decisions at Empower AI are merit-based. Empower AI is an Equal Opportunity Employer and a VEVRAA Federal Contractor.

Key skills/competency

  • Desktop Support
  • Remote Assistance
  • ITIL
  • Troubleshooting
  • Windows
  • Mac
  • Smartphone Support
  • Google Suite
  • Microsoft Office
  • ServiceNow
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How to Get Hired at Empower AI

🎯 Tips for Getting Hired

  • Research Empower AI: Understand company culture, mission, and recent projects.
  • Customize your resume: Tailor skills and experiences to the role.
  • Highlight remote work: Emphasize self-discipline and time management.
  • Prepare technical examples: Demonstrate troubleshooting and support experience.

📝 Interview Preparation Advice

Technical Preparation

Review Windows and Mac troubleshooting basics.
Practice IT support ticket resolution scenarios.
Familiarize with ServiceNow and remote tools.
Study ITIL foundational practices and procedures.

Behavioral Questions

Describe a remote troubleshooting success story.
Explain time management in a remote role.
Discuss adapting to shifting technical priorities.
Share experience collaborating remotely with team members.

Frequently Asked Questions