{"id":2654801,"url":"https://alion.io/job/empower-ai-senior-computer-user-support-specialist-3","title":"Senior Computer User Support Specialist","company":{"id":21818,"name":"Empower AI","domain":"empower.ai","url":"https://alion.io/company/empower-ai","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":137000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":104},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T22:40:33Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-06T05:09:44Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Overview\nEmpower 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.\nEmpower 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.\nResponsibilities\nPOSITION SUMMARY\nThe Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.\nAs a Senior Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.\nPOSITION RESPONSIBILITIES:\nPerforms a variety of clerical and administrative duties pertinent to on site support.\nResponds to trouble tickets to resolve user problems.\nProvides technical support through phone, email, and instant message to usersin the areas of password resets, e-mail, directories, standard MS Windowsdesktop applications, MacBook support, smartphones and network connectivity.\nProvides computer or MacBook support problem analysis, andhardware/software installation and configuration.\nInteracts daily with customers to ensure productivity; provides individual feedback. \nMonitors team productivity and quality; provides individual feedback.\nMaintains an audit trail and statistical records of all problems and conditions reported by the client\nHigher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions.\nQualifications\nCONTRACT REQUIRED QUALIFICATIONS:\nPublic Trust Clearance (Or ability to obtain).\nITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.\nPossesses and applies a comprehensive knowledge across key tasks and high impact assignments.\nPlans and leads major technology assignments.\nEvaluates performance results and recommends major changes affecting short-term project growth and success.\nFunctions as a technical expert across multiple project assignments.\nMay supervise others.\nContributes to deliverables and performance metrics.\nCONTRACT DESIRED QUALIFICATIONS:\nMust be willing to work a variety of shifts, including holidays as scheduled\nPossess 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.\nFamiliarity with the following technologies: Apple, Windows, web browsers,and basic functions of Active Directory\nEDUCATION AND EXPERIENCE\nHiigh School or GED\nMinimum 4-9 years of work experience.\nAt least one (1) year experience with Windows desktop support.\nAt least two (2) years experience working knowledge of remote tools.\nAt least one (1) year experience with macOS support.\nExperience supporting industry standard software products.\nExperience as a remote worker demonstrating time management and self discipline.\nPHYSICAL REQUIREMENTS\nThe physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:\nPersonnel are expected to ensure the protection of proprietary company and customer information consistent with the company’s expectations of information security.\nCommunicate verbally and respond to verbal communications in person, over the phone or by video chat.\nCommunicate clearly and succinctly in writing, primarily utilizing a keyboard.\nSitting for long periods.\nViewing computer screens for long periods of time.\nTravel may be required within a 50 mile radius.\nAbout Empower AI\nAll 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.\nIf hired for this position, the base salary range would be within the range provided. 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.\nPay Band Min\nUSD $26.89/Hr.Pay Band Max\nUSD $40.34/Hr.","description_format":"text","description_chars":6356,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":["Apple Macbook"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-15T22:40:33Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.719,"p_room":0.45,"age_days":20,"expected_fill_days":13,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/empower-ai-senior-computer-user-support-specialist-3","json_url":"https://alion.io/job/empower-ai-senior-computer-user-support-specialist-3.json","meta":{"generated_at":"2026-11-06T05:42:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10071,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":21818},"rest":"https://alion.io/mcp/rest/get_company?id=21818"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fempower-ai-senior-computer-user-support-specialist-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fempower-ai-senior-computer-user-support-specialist-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fempower-ai-senior-computer-user-support-specialist-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/empower-ai-senior-computer-user-support-specialist-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fempower-ai-senior-computer-user-support-specialist-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2654801}},{"tool":"search_jobs","arguments":{"company":"empower.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2654801},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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