OMC Deskside Technician (Mid-level)

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.

As the OMC Deskside Technician (Mid-Level), you will act as a model of customer service excellence to all organizational staff members in the 6.14.12 Office of Military Commissions Dedicated Support (OPTIONAL) as part of DISA's C4E J6 Service Delivery contract. You will be responsible for providing mid-level IT help desk and deskside support to OMC users at CS2, resolving hardware and software issues, supporting VTC operations, and ensuring compliance with OMC ITSM standards. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity issues for OMC users across NIPRNET, SIPRNET, JWICS, and SAP environments. The candidate exercises discretion and independent judgment in diagnosing technical problems, determining resolution strategies, applying ITIL-based ITSM processes, and ensuring all activities comply with OMC IT service management standards - without continuous direct supervision.

Primary Duty - OMC Systems Analysis, ITSM Technical Support, and Independent Judgment

Independently applies systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity failures for OMC users across NIPRNET, SIPRNET, JWICS, and SAP environments; determines root cause and selects technically appropriate remediation using ITIL IT Service Management (ITSM) model including First Call Resolution and Impact and Priority Based Incident Categorization.

• Independently provides O&M support for OMC desktop, laptop, and tablet information systems; images information systems using the Government-provided OS image; exercises judgment in determining appropriate imaging and configuration actions.

• Independently provides onboarding and provisioning of new accounts and deprecation for departing users; exercises judgment in ensuring all provisioning complies with OMC IT security requirements.

• Provides VTC support for scheduling, call setup, testing, and troubleshooting; independently facilitates mapping and troubleshooting of user access to shared network resources.

• Provides surge support to NSGB for OMC users participating in court hearings and trial activities; independently exercises judgment in prioritizing and responding to surge support requirements.

• Independently documents all support activities and resolutions in ServiceNow; provides timely customer feedback, monitors and updates assigned ticket status, and ensures warm hand-off and escalation.

• Supports computer peripheral device, software, and mobile device requests, installation, and troubleshooting IAW established OMC policies and procedures.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.14.12 task requirements, the candidate is responsible for:

• Providing IT Help Desk support using the ITIL IT Service Management (ITSM) model during OMC business hours.

• Providing IT support services and call triage including First Call Resolution and Impact and Priority Based Incident Categorization.

• Providing timely customer feedback, monitoring and updating assigned ticket status, and ensuring warm hand-off and escalation.

• Maintaining a professional appearance and demeanor during duty hours, official travel, and when working with the user community.

• Providing O&M support for OMC desktop, laptop, and tablet information systems.

• Imaging information systems using the Government-provided operating system image.

• Providing onboarding and provisioning of new accounts and deprecation for users departing the organization.

• Submitting tickets for all reported incidents, work orders, and service requests.

• Providing surge support to NSGB for OMC users participating in court hearings, trial activities, and other events as required.

• Providing VTC support for scheduling, call setup, testing, and troubleshooting measures.

• Facilitating mapping and troubleshooting of user access to shared network resources.

• Supporting computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.

• Supporting software requests, installation, and troubleshooting IAW established policies and procedures.

• Supporting mobile device requests, issuance, accountability, and troubleshooting.

• Documenting all support activities and resolutions accurately in the ServiceNow ticketing system.

• Additional duties as assigned.

Requirements

• Active TS/SCI security clearance at time of award.

• Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to diagnose and resolve complex OMC IT problems across TS/SCI environments without continuous direct supervision.

• Working knowledge of enterprise endpoint computing, ITIL ITSM practices, VTC operations, and TS/SCI classified network environments.

• Strong customer service orientation with demonstrated experience in mission-critical or classified IT support environments.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills; ability to present ideas in business-friendly and user-friendly language.

• Ability to conduct research into PC and software issues and products as required.

• Highly self-motivated and directed; capable of operating with minimal supervision.

• Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements.

• Team-oriented and skilled in working within a collaborative environment.

Education and Experience

• Required Education: Bachelor's Degree in IT, Computer Science, or related field; or equivalent combination of vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree.

• Required Experience: 5 or more years of progressively responsible professional experience in enterprise endpoint support, IT systems analysis, or classified network administration.

• Prior experience supporting a DoD or J6 or OMC customer environment is strongly preferred.

• Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician.

• Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator.

Physical Requirements

The essential physical functions below are incidental to the primary duties of this position and are performed in furtherance of the responsibilities described herein:

• Ability to sit and stand for extended periods in a professional office or secure facility environment.

• Ability to ambulate throughout office buildings and secure facilities.

• Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces.

• Ability to repeatedly lift and carry equipment up to 50 pounds.

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.