Desktop Support Technician II – Virtual Service Tech

This is a fully remote position, open to applicants in United States.

📋 Description

• Delivers technical support via phone, remote access, and on-site assistance to users covering e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.

• Records all issues and creates incident tickets, highlighting common problems or error patterns.

• Collaborates with end users to efficiently resolve their software and hardware challenges.

• Engages with customers daily to promote productivity and provides personalized feedback.

• Oversees the scheduling and coordination of all training sessions.

• Communicates with end users to arrange appointments for the setup of new Government assets, whether mobile or laptop, and assists with the delivery and return of these assets.

• Elevates issues to vendors and third-party entities as needed and instructed by the Government.

⛳️ Requirements

• Must possess Public Trust Clearance by the start date.

• Completion of ITILv4 Foundation Training and certification is required, which can be obtained within 120 days of hire.

• Requires 2 - 7 years of experience along with a high school diploma.

• Must be proficient in Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.

• Capability to work independently in a fully or partially remote setting with minimal supervision, and may supervise or lead others.

• Proven ability to leverage comprehensive knowledge across key tasks and high-impact assignments, utilizing practical experience and training to effectively accomplish tasks.

🏝️ Benefits

• Empower AI is honored to be acknowledged as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs.

• Collaborate with leading technology partners.

• Adhere to standard working hours as per the DIGIT contract.

• Enjoy flexible working hours.

• Ability to communicate effectively with all levels of staff and clients.