Mobile 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 .

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:

As a Mobile Wireless Technician, you will work with Technical SMEs to support, maintain and service approximately 10, 000 mobile users as part of the 255-member JSP Service Delivery Team. This role is focused on operating, managing, and updating iPhones as well as Android Devices. Update and work ServiceNow tickets, deploy provisioned devices to users, explain usage and known fix actions as needed. Ability to effectively work under time constraints in a highly visible, fast-paced, and rapidly changing environment.

HIGHLIGHTS OF RESPONSIBILITIES

Provides support for mobile device configurations and break-fix resolutions to include diagnostics, troubleshooting, reconfiguration, or software installation actions to correct any device errors indicating a defect in the device operation.

Complete required training for access to include but not limited to: ServiceNow, Purebred, ITMS, etc.

Use the ServiceNow ticketing system to work and track customer’s requests for service and trouble incident tickets, managed in one or more associated Mobile queues.

Resolve customer issues effectively or escalate to management when needed.

Notify team lead of any Work Instructions (WI) or Standard Operating Procedures (SOPs) that may need to be created or updated.

Ability to work under time constraints in a fast-paced and rapidly changing environment.

Strong written and oral communication skills.

Work well in a team environment.

Provide excellent customer service to remote and in-person customers.

Utilize ITIL best practices to enhance and optimize the services provided to end users.

Complete other duties as assigned.

Qualifications:

MINIMUM REQUIREMENTS:

Active Secret security clearance

Bachelor’s Degree or equivalent related experience

Current DoD 8570 IAT Level II certification: CCNA Security, CySA+, Security+ CE, etc

1-2 years of experience

PREFERRED EDUCATION AND EXPERIENCE:

ITIL v4 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support

Hands-on experience working with ServiceNow and BMC Remedy ticket systems

Prior work experience in a fast-paced DoD environment

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

Sitting for long periods

Standing for long periods

Ambulate throughout an office

Ambulate between several buildings

Stoop, kneel, crouch, or crawl as required

Repeatedly lift and carry weight up to 50 pounds

About Empower AI:

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.

Permanent