Customer Support

• Overview: Empower AI is AI for government; provides IT solutions and services to federal agencies; leading provider for a $807m DIGIT task order for GSA IT infrastructure.
• Responsibilities: Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems
• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity
• Provides personal computer support, problem analysis, and hardware/software installation and configuration
• Interacts daily with customers to ensure productivity; provides individual feedback
• Performs a variety of clerical and administrative duties pertinent to Help Desk
• Maintains an audit trail and statistical records of all problems and conditions reported by the client
• Provides Help Desk assistance, including answering phones and for web content and monitoring the Service Desk mailbox
• Able to plan, direct, or carry out special projects involving Help Desk promotion activity
• Capable of adding and removing workstations to the domain
• Assists in gathering information to respond to client questions and reported problems, as well as assisting groups, users, or individuals in locating and obtaining materials
• Assists supervisor in organization and reporting to complete assignments
• Coordinates and monitors the completion of tasks
• Apprises supervisor of progress of tasks; identifies problem areas and recommends solutions
• Maintains and verifies daily statistics; generates daily statistical reports
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

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