Desktop Support Technician II (Virtual Service Desk Tech)

Responsibilities

DIGIT is seeking a Virtual Service Desk Tech to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

This position shall perform the following activities:

• Performs a variety of clerical and administrative duties pertinent to remote assistance.
• Replies to trouble tickets to resolve user problems.
• Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.
• Provides personal computer support analysis, and hardware/software installation and configuration.
• Interacts daily with customers to ensure productivity; provides peer feedback.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Escalates issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications

CONTRACT REQUIRED QUALIFICATIONS

• 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.
• Provides technical assistance to computer users.
• Answers questions or resolves 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.
• Has proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possesses 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.
• Maintains standard working hours per the DIGIT contract and is 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.

CONTRACT DESIRED QUALIFICATIONS

• One year experience with Windows and/or Mac desktop support.
• One year experience with Smartphone support.
• One year experience with remote support tools.
• 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.

EDUCATION AND EXPERIENCE

• 2-7 years of experience and high school diploma.
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.

PHYSICAL REQUIREMENTS

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel is not required; or travel minimally via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

Equal Employment Opportunity Statement

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.