Desktop Support Technician II – Virtual Service Tech

Empower AI

Virtual Service Technician joining a remote support team for end-user devices in a federal agency. Assisting with hardware deployment and IT asset management responsibilities.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.
Document all issues and generate incident tickets, detailing common issues or error trends.
Work with end users, resolving their software and hardware issues in an efficient manner.
Interacts daily with customers to ensure productivity; provides individual feedback.
Responsible for scheduling and coordinating all training activities.
Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets.
Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Requirements

What you’ll need

Public Trust Clearance by start date.
ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
2 - 7 years of experience and high school diploma
Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
Ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
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.

Benefits

Comp & perks

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs.
Work with best-in-class technology partners
Maintain standard working hours per the DIGIT contract
Flexible working hours
Ability to communicate effectively with all levels of staff as well as clients.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportnetwork connectivityincident ticket generationsoftware troubleshootinghardware troubleshootingtraining coordinationremote supportproblem resolutiondocumentationasset management

Soft Skills

customer interactioncommunicationindependent workleadershipfeedback provisionorganizational skillsproblem-solvingtime managementadaptabilitycollaboration

Certifications

Public Trust ClearanceITILv4 Foundation Certification