Full-Time

Desktop Support Technician II

Virtual Service Tech

Deadline 8/1/27
Empower AI

Empower AI

201-500 employees

AIaaS platform and government IT services

No salary listed

Remote in USA

Remote

Remote anywhere in the United States.

Category
IT & Security (1)

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Requirements
  • Public Trust Clearance by start date.
  • 2 - 7 years of experience and high school diploma
  • Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.
  • ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
  • Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
  • Operates with appreciable latitude in developing methodology and presenting solutions to problems.
  • Contributes to deliverables and performance metrics where applicable.
  • Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
  • May provide assistance concerning the use of computer hardware and software, including printing and installations.
  • Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
  • Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
  • Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
  • Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
Responsibilities
  • Performs a variety of clerical and administrative duties pertinent to Help Desk
  • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity
  • Document all issues and generate incident tickets, detailing common issues or error trends.
  • Provides personal computer support, problem analysis, and hardware/software installation and configuration
  • Work with end users, resolving their software and hardware issues in an efficient manner.
  • Interacts daily with customers to ensure productivity; provides individual feedback
  • Responsible for scheduling and coordinating all training activities
  • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
  • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar
  • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users.
  • Monitors team productivity and quality; provides individual feedback
  • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox
  • Maintains and verifies daily statistics; generates daily statistical reports
  • Maintains an audit trail and statistical records of all problems and conditions reported by the client
  • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
Desired Qualifications
  • ITILv4 Foundation Certification
  • Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
  • Must be willing to work a variety of shifts, including holidays as scheduled.

Empower AI provides AI-powered solutions to U.S. federal government agencies as a prime contractor. Its core offering is the Empower AI Platform (AIaaS), a set of tools to automate tasks, a digital assistant for decision support, and an AI management system built to meet federal security and compliance needs. Beyond the platform, it offers systems engineering, cybersecurity, software development, infrastructure modernization, and IT service management to deploy AI across defense, intelligence, healthcare, and civilian agencies. The goal is to help federal agencies modernize operations and improve workforce productivity through secure, transparent AI that aligns with procurement rules and oversight.”

Company Size

201-500

Company Stage

N/A

Total Funding

N/A

Headquarters

Reston, Virginia

Founded

1989

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See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • Winning the $255.4M DISA J6 recompete validates its AI-accelerator model for Pentagon-wide IT operations.
  • The Highlight deal expands capabilities in DevSecOps and cloud modernization for State Department and DHS.
  • New leadership appointments like Ryan Hopper enable faster AI deployment across combatant commands.

What critics are saying

  • KKR's private equity pressure to cut AI security guardrails increases catastrophic harm likelihood above 10%.
  • Agentic AI attack surfaces in its digital assistant could expose classified Pentagon networks via unlogged interactions.
  • Peraton leveraging Ryan Hopper's former team relationships threatens recapturing the DISA J6 recompete in 2027.

What makes Empower AI unique

  • Empower AI's 30+ year federal contract history dating back to 1989 as NCI Information Systems.
  • Its proprietary Empower AI Platform delivers AI-as-a-Service tailored for secure government mission adoption.
  • The July 2026 acquisition of Highlight Technologies adds the DoD 'Awardable' AIDE platform for defense AI.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Flexible Work Hours

Remote Work Options

401(k) Company Match

Professional Development Budget

Wellness Program

Mental Health Support

Paid Sick Leave

Paid Holidays

Paid Vacation

Paid Time Off

Employee Referral Bonus

Tuition Reimbursement

Training Programs

Legal Services

Employee Discounts

Company Social Events

Growth & Insights and Company News

Headcount

6 month growth

1%

1 year growth

1%

2 year growth

1%
CyberX Gov Solutions
Jul 17th, 2026
Empower AI's $145.6M DIGIT XGen win: what it means for govcon.

Empower AI's $145.6M DIGIT XGen win: what it means for govcon. Table of contents. In 2021, GSA's flagship enterprise IT program carried a $807 million price tag. Its next-generation successor, awarded on July 14, 2026, is worth $145.6 million. That gap is not a typo. It is one of the clearest signals yet of where federal IT contracting is heading, and most coverage of the award skipped right past it. This post breaks down the DIGIT XGen task order, why the numbers changed so dramatically, and what contractors of every size should take from it. What is the DIGIT XGen task order? DIGIT XGen (Digital Innovation for GSA Infrastructure Technologies, Next Generation) is a $145.6 million task order that the General Services Administration awarded to Empower AI under the Alliant 2 Governmentwide Acquisition Contract. It covers two years of enterprise IT support starting July 1, 2026, with a built-in mandate to embed AI-driven automation across the IT service lifecycle. The scope is broad. Empower AI will run omni-channel service desk operations, device and mobile device management, ServiceNow platform engineering, security operations, and solutions engineering. The work supports roughly 18,000 users across more than 800 government installations nationwide, as well as select international sites. From $807M to $145.6M: how the DIGIT program changed. Empower AI is not new to this program. In January 2021, the company (then operating as NCI Information Systems) won the original DIGIT task order valued at $807 million. DIGIT XGen extends that incumbency, but under very different terms. | / | Original DIGIT (2021) | DIGIT XGen (2026) | | Awardee | NCI Information Systems (now Empower AI) | Empower AI | | Total value | $807 million | $145.6 million | | Contract vehicle | GSA Alliant 2 | GSA Alliant 2 | | Program focus | Digital transformation and AI-based infrastructure modernization | Mandated intelligent automation, AIOps, predictive incident resolution | | Period of performance | Ran until XGen began | Two years, starting July 1, 2026 | Part of the difference is simple duration. A two-year order will always look smaller than a longer-term one. But the structure itself tells a story. GSA rebuilt the program around automation, AI, and machine learning integration, and modern service delivery. When agencies expect AI to handle infrastructure monitoring, incident resolution, and self-service support, they also expect the labor bill to shrink. Shorter, leaner, outcome-focused orders are becoming the norm in federal IT modernization. Why GSA now writes AI into task order requirements. Here is the detail that matters most for contractors. DIGIT XGen does not simply allow AI. It requires it. The program includes a mandate to embed intelligent automation throughout the IT service lifecycle. That covers AIOps (AI for IT operations, meaning software that monitors infrastructure and flags problems automatically), predictive incident resolution, and self-service tools for end users. Five years ago, a contractor could pitch AI as a differentiator. Today, on orders like this one, AI capability is the price of entry. Evaluation teams want production evidence, not slideware. Empower AI pointed to its Accelerator Framework and IT service management AI tools already running in production, and that track record clearly carried weight. Expect this pattern to spread across federal civilian agencies. If your past performance library has no automation outcomes in it, that gap will start costing you evaluations. The vehicle behind the award: Alliant 2. None of this happens without a seat on the right contract vehicle. Alliant 2 is a multiple-award, indefinite-delivery/indefinite-quantity (IDIQ) contract that GSA uses to buy IT solutions, including AI, robotic process automation, and other emerging technologies. A few facts worth knowing: * GSA raised the Alliant 2 ceiling from $82.5 billion to $90.75 billion to keep up with agency demand. * The master contract's option period runs through June 30, 2028. * Task orders can extend up to five years beyond that, out to June 2033. The takeaway for smaller firms: Alliant 2 is an unrestricted vehicle held by a limited pool of primes. If your company does not hold a seat, subcontracting and teaming with a prime is the realistic path to this revenue. Building those relationships before an order drops is what capture planning is for. Five lessons contractors should take from this win. * Incumbency is earned with results, not tenure: Empower AI held on to this program by pointing to customer satisfaction scores across 18,000 supported users. Recompetes reward documented performance, so treat every CPARS rating and deliverable as future proposal evidence. * Answer the AI mandate with proof: Requirements now name specific capabilities such as AIOps and predictive resolution. Winning proposals map real, deployed tools to those requirements instead of promising future innovation. * Plan for smaller, shorter awards: An $807 million program became a $145.6 million one. Capture strategies built around a single giant award are fragile. Pipelines built around steady task order flow are not. * Vehicle access decides who can even compete: No Alliant 2-seat meant no prime bid here. Map which vehicles your target agencies actually use, then position for a seat or a teaming role well before the solicitation. * Momentum compounds: In roughly one month, Empower AI closed a $255.4 million DISA recompete, acquired Highlight Technologies, and won DIGIT XGen. Each win strengthens the past performance story for the next bid. Small firms can build the same flywheel at their own scale, one task order at a time. How CyberX Gov Solutions can help. Awards like DIGIT XGen show how competitive federal IT work has become, and how much preparation separates winners from also-rans. CyberX Gov Solutions supports contractors at each stage of that preparation. Its proposal development team builds compliance matrices, win themes, and full proposal content for RFPs, RFQs, and task order responses, including recompetes where past performance framing decides the outcome. Firms staffing up after a win use its cleared recruitment service to find pre-screened professionals holding Secret, Top Secret, or TS/SCI clearances. And businesses still working toward their first federal bid can start with Get Fed Ready(TM), which covers SAM.gov registration support, capability statement development, and opportunity fit analysis. Conclusion. DIGIT XGen is more than one company's contract win. It shows an agency restructuring a flagship program around mandated AI, shorter performance periods, and measurable outcomes. Those same expectations are moving through the rest of the federal marketplace. Contractors who document their performance, build automation into their offerings, and secure the right vehicle positions will compete well in this environment. Those who wait for the market to return to long, labor-heavy contracts will be waiting a long time. If you want help positioning for your next federal opportunity, whether that means a sharper proposal, cleared talent, or getting fed-ready from scratch, CyberX Gov Solutions can help. Frequently asked questions. Who is Empower AI? Empower AI is a federal technology contractor headquartered in Reston, Virginia, with more than 35 years of government experience. The company, formerly known as NCI Information Systems, provides AI, IT service management, engineering, and mission support services to defense and civilian agencies. What does AIOps mean in a government contract? AIOps stands for artificial intelligence for IT operations. It refers to software that monitors systems, detects anomalies, and helps resolve incidents automatically instead of waiting for a human to open a ticket. Federal agencies increasingly list it as a required capability in IT services solicitations. How long can Alliant 2 task orders run? Alliant 2's master contract option period ends June 30, 2028, but task orders may extend up to five years past that date. That means work awarded under the vehicle can continue as late as June 2033. Can a small business work on a task order like DIGIT XGen? Usually yes, but as a subcontractor. Alliant 2 is an unrestricted vehicle held by a set pool of prime contractors, so small businesses typically participate through teaming agreements with those primes. Building prime relationships early is the key step. Why was DIGIT XGen worth so much less than the original DIGIT award? The main factors are a shorter two-year period of performance and a program redesign centered on automation. When AI handles more monitoring and incident resolution, the government expects lower service delivery costs.

WashingtonExec
Mar 25th, 2026
Empower AI appoints Ryan Hopper to lead Military Services Business Unit.

Empower AI appoints Ryan Hopper to lead Military Services Business Unit. Empower AI has named Ryan Hopper to lead its Military Services Business Unit, bringing 24 years of experience working with Defense Department and intelligence customers. "I'm extremely excited to join the Empower AI team and to move the needle for some of our nation's most critical military customers," Hopper said. "I'm even more excited to enable our customers to implement AI and modernized IT systems faster across a variety of use cases, to drive efficiencies at scale and stay ahead of our adversaries." Hopper, who succeeds Darryl Jackson, most recently served as a vice president at Peraton and led a large operating unit for strategic programs and combatant commands. "Ryan is a powerful addition to our Business Unit leadership team," Empower AI CEO Jeff Bohling said. "He delivers a strategic outcome-based mindset for growth, a clear dedication to our military customers, and a strong focus on applying emerging technology at scale, which will help Empower AI achieve our collective goals. We are very happy to have Ryan join the team."

NorthWind Partners
Sep 3rd, 2025
Former Management Concepts Exec Katie Sutton Joins Empower AI as Federal Civilian VP

May 1, 2025 - Virginia-based Empower AI has appointed seasoned IT executive Katie Sutton as its vice president of federal civilian, who brings in more than 20 years of experience on delivering technology requirements to government clients.

HR Today
Jan 11th, 2025
Laura Evans Appointed as Vice President, Human Resources at Empower AI

Reston, Virginia, United States, January 2025 - Empower AI has announced the appointment of Laura Evans as Vice President, Human Resources.

GovCon Wire
Aug 21st, 2024
Jennifer Sample Appointed Empower AI CTO; Jeff Bohling Quoted

Jennifer Sample, former managing director at Accenture's (NYSE: ACN) federal business, has been appointed as chief technology officer of Empower AI.