Tier II Service Counter Technician - 1st Shift (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

As the Tier II Se rvice Counter Technician - 1st Shift (Mid-level), you will se rve as the technical subject matter expert at the J6 walk-in se rvice counter during 1st shift hours, in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) task as part of DISA's Command, Control, Communications, and Computers Enterpri se Directorate (C4E) J6 Se rvice Delivery contract.

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to the problems pre se nted at the counter — consulting with each walk-in u se r to determine functional requirements, analyzing tho se requirements against the configuration and se c urity constraints of the affected system, and determining, testing, and modifying configurations ba se d on the resulting specifications.

Each walk-in interaction is a discrete systems-analysis problem requiring independent technical judgment applied to a u se r-specific or system-specific fact pattern. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and se rvices that enable our customers to rapidly adapt to dynamic environments.

Primary Duty – 1st Shift Se rvice Counter Systems Analysis, Configuration to Specification, and Independent Judgment The primary duty of this position, in both importance and con se quence to J6 operations, is the independent application of systems analysis techniques and specialized technical knowledge to diagno se , determine, and resolve the technical problems pre se nted at the walk-in se rvice counter during 1st shift hours.

This includes consulting with u se rs to determine their functional requirements; analyzing tho se requirements together with the configuration, se c urity posture, and operational context of the affected systems; and determining, testing, and modifying system and application configurations ba se d on the resulting specifications.

The candidate exerci se s discretion and independent judgment in determining technical resolution paths, in deciding when equipment exchange is appropriate versus continued in-place configuration and repair, and in se lecting the escalation queue when an issue exceeds Tier II counter scope — without continuous direct supervision on individual technical decisions.

The technical execution of the resulting decisions — including the physical break-fix repair, hardware swap, software installation, DD Form 1150 processing, counter inventory upkeep, and maintenance of the counter environment — is incidental to, and performed in furtherance of, this primary analytical duty. Consults with each walk-in u se r to determine their functional requirements, translating the reported problem and operational need into the functional specifications that a compliant resolution must satisfy; applies systems analysis techniques to evaluate tho se requirements against the configuration, se c urity, and interoperability constraints of the affected system.

Independently analyzes and diagno se s complex hardware, software, and connectivity failures pre se nted at the se rvice counter; determines root cau se through systems analysis techniques rather than scripted procedure, and se lects the technically appropriate remediation for each u se r-specific fact pattern. Determines, tests, and modifies system and application configurations ba se d on the functional specifications derived from u se r consultation and analysis; identifies hardware and software conflicts and determines the corrective configuration actions required to return each system to specification and maintain J6 ba se line compliance.

Exerci se s discretion and independent judgment in determining whether equipment exchange, in-place configuration modification, or escalation is the appropriate technical cour se of action for each incident; evaluates the competing resolution paths and acts after considering the alternatives. Determines device disposition (reimage, repair, replace, or escalate) for each system pre se nted; specifies the imaging and configuration requirements to the imaging team ba se d on the u se r's functional requirements and the analysis of the device, and exerci se s judgment in resolving configuration exceptions.

Se lects the appropriate escalation queue when an incident exceeds Tier II walk-in counter scope, framing the technical specification of the handoff to deskside or Tier III teams ba se d on the diagnostic findings. Analyzes system requirements and identifies hardware and software conflicts when performing upgrades and installations; determines the configuration approach that meets the u se r's functional specification while maintaining compliance with J6 SOPs and DoD se c urity requirements.

Documents the analysis, functional specification, configuration decision, and resolution for each counter interaction in Se rvice. Now in sufficient detail to support knowledge management and sub se quent systems analysis. Independently determines spare-parts, loaner-equipment, and consumable reorder priorities ba se d on analysis of counter demand patterns to sustain continuous counter operations (the physical inventory upkeep it se lf being incidental to the analytical primary duty).

Proces se s DD Form 1150s for equipment issuances and turn-ins and maintains an organized, professional counter environment (incidental to and in furtherance of the analytical primary duty). Supports 1st shift coverage requirements and participates in shift handoff procedures with se c ond shift. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Se c tion 6.

4 task requirements, the candidate is responsible for: Consulting with walk-in u se rs to determine functional requirements and translating them into technical specifications for system and application configuration. Analyzing and diagnosing complex hardware, software, and connectivity failures at the counter; determining root cau se and se lecting technically appropriate remediation for each incident.

Determining, testing, and modifying system and application configurations ba se d on tho se specifications; identifying conflicts and determining corrective configuration actions. Exercising independent judgment in determining whether equipment exchange, in-place repair, or escalation is the appropriate cour se of action for each incident.

Determining device disposition (reimage, repair, replace, or escalate) and specifying imaging and configuration requirements to the imaging team. Se lecting the appropriate escalation queue and framing the technical handoff to deskside or Tier III teams when issues exceed counter scope. Analyzing system requirements and identifying conflicts when performing upgrades and installations; determining the compliant configuration approach.

Documenting analysis, functional specifications, configuration decisions, and resolutions in Se rvice. Now. Determining spare-parts, loaner, and consumable reorder priorities and processing DD Form 1150s (incidental to the analytical primary duty). Supporting 1st shift coverage requirements and participating in shift handoff procedures with se c ond shift.

Qualifications

Requirements

Active Se c r e t se c urity clearance at time of award. Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to consult with u se rs to determine functional specifications, analyze requirements, and determine, test, and modify configurations to resolve Tier II incidents at a walk-in se rvice counter without continuous direct supervision.

Ability to exerci se discretion and independent judgment in diagnostic decision-making, in determining when equipment exchange is the appropriate remediation versus in-place configuration and repair, and in se lecting escalation paths. Working knowledge of enterpri se endpoint computing, systems analysis and configuration to specification, desktop and laptop hardware, peripheral devices, software installation and configuration, imaging requirements determination, DPAS, and DD Form 1150 processing.

Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents through independent systems analysis. Strong customer se rvice orientation; ability to consult with and communicate clearly to u se rs of varying technical fluency in a high-traffic walk-in environment. Ability to effectively prioritize and execute analytical tasks across multiple concurrent walk-in customers in a high-tempo environment.

Good written, oral, and interpersonal communication skills; ability to pre se nt technical analysis and decisions in business-friendly and u se r-friendly language. Ability to conduct re se arch into PC and software issues and products as required to support technical decisions. Highly se lf-motivated and directed; capable of operating with minimal supervision on individual technical decisions.

Availability for 1st shift coverage as required by the program. Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements. Team-oriented and skilled in working within a collaborative shift-ba se d environment, including effective shift handoff coordination.

Education and Experience

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 enterpri se endpoint support, IT systems analysis, or se rvice counter / walk-in technical support in roles requiring independent judgment and technical decision-making.

Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including high-volume walk-in se rvice counter operations. Required Certifications: ITIL v4 Foundations, CompTIA Se c urity+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator.

Physical Requirements The es se ntial physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the technical responsibilities described herein: Ability to sit and stand for extended periods in a professional office environment. Ability to ambulate throughout office buildings and supported 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.

Pay Band Min USD $57,470.00/Yr. Pay Band Max USD $82,880.00/Yr. As the Tier II Se rvice Counter Technician - 1st Shift (Mid-level), you will se rve as the technical subject matter expert at the J6 walk-in se rvice counter during 1st shift hours, in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) task as part of DISA's Command, Control, Communications, and Computers Enterpri se Directorate (C4E) J6 Se rvice Delivery contract.

The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to the problems pre se nted at the counter — consulting with each walk-in u se r to determine functional requirements, analyzing tho se requirements against the configuration and se c urity constraints of the affected system, and determining, testing, and modifying configurations ba se d on the resulting specifications.

Each walk-in interaction is a discrete systems-analysis problem requiring independent technical judgment applied to a u se r-specific or system-specific fact pattern. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and se rvices that enable our customers to rapidly adapt to dynamic environments.

Primary Duty – 1st Shift Se rvice Counter Systems Analysis, Configuration to Specification, and Independent Judgment The primary duty of this position, in both importance and con se quence to J6 operations, is the independent application of systems analysis techniques and specialized technical knowledge to diagno se , determine, and resolve the technical problems pre se nted at the walk-in se rvice counter during 1st shift hours.

This includes consulting with u se rs to determine their functional requirements; analyzing tho se requirements together with the configuration, se c urity posture, and operational context of the affected systems; and determining, testing, and modifying system and application configurations ba se d on the resulting specifications.

The candidate exerci se s discretion and independent judgment in determining technical resolution paths, in deciding when equipment exchange is appropriate versus continued in-place configuration and repair, and in se lecting the escalation queue when an issue exceeds Tier II counter scope — without continuous direct supervision on individual technical decisions.

The technical execution of the resulting decisions — including the physical break-fix repair, hardware swap, software installation, DD Form 1150 processing, counter inventory upkeep, and maintenance of the counter environment — is incidental to, and performed in furtherance of, this primary analytical duty. Consults with each walk-in u se r to determine their functional requirements, translating the reported problem and operational need into the functional specifications that a compliant resolution must satisfy; applies systems analysis techniques to evaluate tho se requirements against the configuration, se c urity, and interoperability constraints of the affected system.

Independently analyzes and diagno se s complex hardware, software, and connectivity failures pre se nted at the se rvice counter; determines root cau se through systems analysis techniques rather than scripted procedure, and se lects the technically appropriate remediation for each u se r-specific fact pattern. Determines, tests, and modifies system and application configurations ba se d on the functional specifications derived from u se r consultation and analysis; identifies hardware and software conflicts and determines the corrective configuration actions required to return each system to specification and maintain J6 ba se line compliance.

Exerci se s discretion and independent judgment in determining whether equipment exchange, in-place configuration modification, or escalation is the appropriate technical cour se of action for each incident; evaluates the competing resolution paths and acts after considering the alternatives. Determines device disposition (reimage, repair, replace, or escalate) for each system pre se nted; specifies the imaging and configuration requirements to the imaging team ba se d on the u se r's functional requirements and the analysis of the device, and exerci se s judgment in resolving configuration exceptions.

Se lects the appropriate escalation queue when an incident exceeds Tier II walk-in counter scope, framing the technical specification of the handoff to deskside or Tier III teams ba se d on the diagnostic findings. Analyzes system requirements and identifies hardware and software conflicts when performing upgrades and installations; determines the configuration approach that meets the u se r's functional specification while maintaining compliance with J6 SOPs and DoD se c urity requirements.

Documents the analysis, functional specification, configuration decision, and resolution for each counter interaction in Se rvice. Now in sufficient detail to support knowledge management and sub se quent systems analysis. Independently determines spare-parts, loaner-equipment, and consumable reorder priorities ba se d on analysis of counter demand patterns to sustain continuous counter operations (the physical inventory upkeep it se lf being incidental to the analytical primary duty).

Proces se s DD Form 1150s for equipment issuances and turn-ins and maintains an organized, professional counter environment (incidental to and in furtherance of the analytical primary duty). Supports 1st shift coverage requirements and participates in shift handoff procedures with se c ond shift. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Se c tion 6.

4 task requirements, the candidate is responsible for: Consulting with walk-in u se rs to determine functional requirements and translating them into technical specifications for system and application configuration. Analyzing and diagnosing complex hardware, software, and connectivity failures at the counter; determining root cau se and se lecting technically appropriate remediation for each incident.

Determining, testing, and modifying system and application configurations ba se d on tho se specifications; identifying conflicts and determining corrective configuration actions. Exercising independent judgment in determining whether equipment exchange, in-place repair, or escalation is the appropriate cour se of action for each incident.

Determining device disposition (reimage, repair, replace, or escalate) and specifying imaging and configuration requirements to the imaging team. Se lecting the appropriate escalation queue and framing the technical handoff to deskside or Tier III teams when issues exceed counter scope. Analyzing system requirements and identifying conflicts when performing upgrades and installations; determining the compliant configuration approach.

Documenting analysis, functional specifications, configuration decisions, and resolutions in Se rvice. Now. Determining spare-parts, loaner, and consumable reorder priorities and processing DD Form 1150s (incidental to the analytical primary duty). Supporting 1st shift coverage requirements and participating in shift handoff procedures with se c ond shift.

Requirements

Active Se c r e t se c urity clearance at time of award. Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to consult with u se rs to determine functional specifications, analyze requirements, and determine, test, and modify configurations to resolve Tier II incidents at a walk-in se rvice counter without continuous direct supervision.

Ability to exerci se discretion and independent judgment in diagnostic decision-making, in determining when equipment exchange is the appropriate remediation versus in-place configuration and repair, and in se lecting escalation paths. Working knowledge of enterpri se endpoint computing, systems analysis and configuration to specification, desktop and laptop hardware, peripheral devices, software installation and configuration, imaging requirements determination, DPAS, and DD Form 1150 processing.

Strong analytical and problem-solving skills with a demonstrated record of resolving technically complex incidents through independent systems analysis. Strong customer se rvice orientation; ability to consult with and communicate clearly to u se rs of varying technical fluency in a high-traffic walk-in environment. Ability to effectively prioritize and execute analytical tasks across multiple concurrent walk-in customers in a high-tempo environment.

Good written, oral, and interpersonal communication skills; ability to pre se nt technical analysis and decisions in business-friendly and u se r-friendly language. Ability to conduct re se arch into PC and software issues and products as required to support technical decisions. Highly se lf-motivated and directed; capable of operating with minimal supervision on individual technical decisions.

Availability for 1st shift coverage as required by the program. Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements. Team-oriented and skilled in working within a collaborative shift-ba se d environment, including effective shift handoff coordination.

Education and Experience

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 enterpri se endpoint support, IT systems analysis, or se rvice counter / walk-in technical support in roles requiring independent judgment and technical decision-making.

Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including high-volume walk-in se rvice counter operations. Required Certifications: ITIL v4 Foundations, CompTIA Se c urity+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator.

Physical Requirements The es se ntial physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the technical responsibilities described herein: Ability to sit and stand for extended periods in a professional office environment. Ability to ambulate throughout office buildings and supported 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.