Field Support Technician

Overview

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.

Responsibilities

This position will support our newly awarded DCSA contract.

Description

Empower AI is seeking an experienced Field Support Technician - Onsite Anchor to serve as the independent on-site Tier II authority for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. The technician performs in-depth diagnostics across end-user computing, printers, mobile devices, and communications equipment to determine root cause and resolution strategy; plans and executes site deployments and refreshes; conducts site surveys and recommends installation approaches; analyzes site asset accountability data and directs corrective actions; and evaluates the security impact of every change. The technician is the trusted face of IT at the site, coordinates closely with remote Tier II/III, communications, and asset management teams, and travels within the region to cover additional locations. 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.

THIS IS AN ONSITE ROLE IN IRVING, TX WITH UP TO 25% OF TRAVEL INVOLVED.

JOB DUTIES:

• Serve as the independent on-site Tier II authority for assigned regional and field locations, performing in-depth diagnostics of desktops, laptops, VDI clients, peripherals, printers/MFDs, mobile devices, and local network connectivity to determine root cause and decide the resolution strategy and escalation path.
• Plan and execute site workstation deployments and hardware refresh waves, determining sequencing, image and configuration selection, data migration approach, and user scheduling, and validating encryption and security posture post-deployment.
• Evaluate enterprise printer and multi-function device issues and lifecycle status at field sites, determine required print server, queue, firmware, STIG, consumable, relocation, or vendor actions, and coordinate vendor/DLA service as the Government's technical liaison.
• Assess communications equipment issues (VoIP phones, VTC endpoints, conference room A/V, network drops), determine corrective actions in coordination with telecommunications engineers, and conduct site surveys with documented findings and recommendations for installation projects.
• Determine mobile device configuration and MDM enrollment actions within policy, resolve escalated mobile issues, and advise site users and leadership on approved mobile capabilities.
• Analyze site asset accountability data, lead physical inventories, determine root causes of discrepancies and corrective actions, and recommend refresh, redeployment, and DRMO disposition actions to asset management.
• Evaluate the security impact of every resolution, determine and apply appropriate remediation for endpoint and printer vulnerabilities, and execute the Customer-Confirmed Ticket Closure process with complete documentation of decisions.
• Analyze recurring site issues and knowledge gaps, author knowledge articles and site-specific procedures, and provide recommendations to Tier II/III leads and supervisors for permanent fixes and service improvements.

Qualifications

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience in field service, desktop support, or Tier II end-user support, including experience working independently at remote or distributed sites.
• Strong troubleshooting skills with Windows 10/11, PC/laptop hardware, peripherals, printers/MFDs, mobile devices, Active Directory, Group Policy, and network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi, cabling).
• Experience with enterprise imaging and endpoint management tools (MECM/SCCM, Intune) and disk encryption.
• Experience with asset tagging, physical inventory, and shipping/receiving of IT equipment.
• Valid driver's license and ability to travel within the assigned region (up to 25% of the time) with pre-approved travel; occasional overnight travel.
• Ability to lift and move IT equipment up to 50 pounds, work in equipment closets, and use ladders as needed.
• Strong customer service and communication skills and the ability to represent IT professionally to site leadership.

DESIRED SKILLS:

• CompTIA A+ CE and Security+ CE, Network+ CE, or HDI Desktop Support Technician 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 DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
• Experience installing and supporting Cisco VoIP phones, VTC endpoints (Cisco/Polycom), and conference room A/V.
• Experience with Mobile Device Management (MDM) platforms and DoD mobile security requirements.

About Empower AI

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.

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.

Pay Band Min

USD $54,700.00/Yr.

Pay Band Max

USD $82,070.00/Yr.