Senior Computer User Support Specialist
@ Empower AI

Hybrid
$90,000
Hybrid
Full Time
Posted 18 hours ago

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Job Details

Overview

Empower AI is AI for government, providing federal agency leaders with tools for workforce transformation. Headquartered in Reston, VA, Empower AI leverages three decades of experience in Health, Defense, and Civilian missions. The Empower AI Platform® enables practical, sustainable change that bolsters creativity and productivity in government workforces.

Recognition

Empower AI is a 2024 Military Friendly Employer, reflecting their commitment to hiring and supporting active-duty and veteran employees.

Position Summary

The Senior Computer User Support Specialist is responsible for ticket processing, resolution management, and clear problem documentation. This role provides technical assistance to computer users for hardware, software, and network issues especially among VIPs and executives. The role supports GSA's IT infrastructure by providing quick and efficient solutions and referrals.

Responsibilities

  • Process and resolve support tickets with clear documentation.
  • Provide technical assistance via phone, email, and instant messaging.
  • Support password resets, email, directories, MS Windows, smartphones, and network connectivity.
  • Analyze and resolve hardware/software issues and coordinate with other teams.
  • Maintain audit trails and statistical records.
  • Collaborate with the Virtual Service Desk and various stakeholders to drive solutions.

Qualifications

Contract Required Qualifications: Public Trust Clearance (or ability to obtain), ITILv4 Foundation Training/Certification (can be obtained within 120 days), expertise across multiple complex work assignments while operating with originality and innovation.

Contract Desired Qualifications: Flexibility to work various shifts including holidays, strong communication skills, familiarity with Windows, web browsers, and basic Active Directory functionalities.

Education And Experience

  • Associates Degree or equivalent.
  • 4-9 years of work experience.
  • Minimum 1 year experience with Windows desktop support.
  • At least 2 years experience with remote tools and industry standard software support.

Physical Requirements

This remote role requires maintaining a safe home workspace. Employees must protect proprietary company and customer information, communicate clearly both verbally and in writing, and be capable of long periods of sitting and screen viewing.

About Empower AI

Employment decisions at Empower AI are merit-based with no discrimination on any factors. Empower AI is a VEVRAA Federal Contractor.

Key skills/competency

  • IT support
  • Ticket resolution
  • Remote assistance
  • Windows support
  • Customer service
  • Technical documentation
  • Active Directory
  • Incident management
  • Communication
  • Problem solving
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How to Get Hired at Empower AI

🎯 Tips for Getting Hired

  • Research Empower AI's culture: Understand their mission and work ethics.
  • Customize your resume: Highlight IT support and remote work experience.
  • Apply with precise details: Show relevant ticket resolution expertise.
  • Prepare for technical interviews: Review ITIL and Windows systems skills.
  • Network on LinkedIn: Connect with current Empower AI employees.

📝 Interview Preparation Advice

Technical Preparation

Review Windows OS troubleshooting.
Study ITILv4 best practices.
Practice remote support tools usage.
Revisit Active Directory basics.

Behavioral Questions

Describe a challenging ticket resolution.
Talk about managing remote work priorities.
Explain handling stressed users calmly.
Discuss working in team settings.

Frequently Asked Questions