Desktop Support Technician I – Virtual Service Tech

Empower AI

Virtual Service Technician providing remote technical support for end-user devices. Handling hardware refresh processes and IT asset management through ServiceNow.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Performs a variety of clerical and administrative duties pertinent to Help Desk
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.
Provides personal computer support, problem analysis, and hardware/software installation and configuration
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.
Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar
Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users.
Monitors team productivity and quality; provides individual feedback
Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox
Maintains and verifies daily statistics; generates daily statistical reports
Maintains an audit trail and statistical records of all problems and conditions reported by the client
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.
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.
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.

Benefits

Comp & perks

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportproblem analysishardware installationsoftware installationconfigurationincident ticket generationstatistical reportingnetwork connectivityGoogle SuiteMS Windows

Soft Skills

communicationcustomer interactionfeedback provisionschedulingtraining coordinationteam productivity monitoringproblem resolutionoral communicationwritten communicationcollaboration

Certifications

Public Trust ClearanceITILv4 Foundation Certification