VIP Support Technician (Mid-level)

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

Primary Duty - VIP Systems Analysis, Cradle-to-Grave Ownership, and Independent Judgment

• Independently applies systems analysis techniques and specialized technical knowledge to diagnose and resolve Tier II hardware, software, and connectivity failures for Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks; maintains single-ownership cradle-to-grave accountability for each incident and service request.
• Conducts daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM; independently analyzes and documents current issues impacting each VIP customer, determines appropriate immediate action, and initiates resolution without awaiting direction.
• Independently installs, configures, re-images, and maintains VIP desktop and notebook systems; performs software updates and vulnerability remediation; analyzes network issues using Fluke and determines appropriate VLAN whitelisting and MAC address configurations.
• Applies specialized knowledge of PKI infrastructure and identity management to serve as a Trusted Agent; independently supports CAC PIN resets, SIPRNet token PIN resets, and new SIPRNet token requests and replacements.
• Independently provisions, tests, and maintains classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users; maintains ready bench stock for rapid replacement and independently determines equipment readiness.
• Independently supports Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, JBAB), and Home SCIF facilities on a 24×7×365 basis.
• Independently provisions and tests all IT equipment for VIP travel missions; restocks upon return; coordinates with SECDEF Communications and Chairman Communications as required.
• Provides after-hours on-call support for VIP customers on a rotational basis for one-week increments; independently determines when after-hours incidents require immediate response versus next-business-day action.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.2 task requirements, the candidate is responsible for:

• Providing dedicated Tier II IT support to Level II Gold and Level III Platinum VIP users across NIPRNet and higher classification networks, maintaining single ownership from cradle-to-grave for each incident and service request.
• Conducting daily Level III Platinum VIP wellness visits between 6:30 AM and 10:00 AM to receive current issues impacting the customer.
• Responding to and resolving VIP incidents and service requests, prioritizing VIP tickets above all other workload; documenting all incidents promptly and accurately in ServiceNow.
• Installing, configuring, re-imaging, and maintaining VIP desktop and notebook systems; performing software updates and vulnerability remediation as mandated.
• Troubleshooting network issues with Fluke and whitelisting MAC addresses to add correct VLAN.
• Serving as a Trusted Agent to support CAC PIN Resets, SIPRNet token PIN resets, new SIPRNet token requests and replacements.
• Provisioning, testing, and maintaining classified and unclassified mobility equipment including DMUC, DMCC-S, DMCC-TS, and WINDAR-S devices for VIP users, maintaining ready bench stock for rapid replacement.
• Providing support answering VIP calls in the Interactive Client software and responding to customer requests in the VIP team mailbox.
• Providing after-hours on-call support for VIP customers on a rotational basis for one-week increments.
• Supporting Home Kit installations and on-site troubleshooting at approximately 75 VIP residences throughout the NCR, on-base residences (Ft. Myer, McNair, Joint Base Anacostia Bolling), and Home SCIF facilities, 24×7×365.
• Provisioning and testing all IT equipment in support of VIP travel missions, restocking upon return; coordinating with SECDEF Communications and Chairman Communications.

Qualifications

Education and Experience

• Required Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced 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 VIP 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 customer site environment.
• Ability to ambulate throughout office buildings and customer 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.

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.

If 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.

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