Empower AI

Journeyman Computer User Support Specialist

Empower AI

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Job Level

JuniorMid-Level

Tech Stack

ServiceNow

About the role

  • 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.

Requirements

  • Public Trust Clearance by start date
  • ITILv4 Foundation Certification with in 90 days of starting
  • Applies fundamental concepts, processes, practices, and procedures on technical assignments.
  • Performs work that requires practical experience and training. Work is performed under supervision.
  • 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.
  • 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.