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.

As a Secure Mobile Support Technician, you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. As a member of the team, you will work with Technical SMEs to support, maintain and service current community of users, which includes over 1,200 DMCC-S devices and 420 WINDAR devices with a possible growth of up to 50% within the NCR region over the first 6 months of performance. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:

Provide requirements processing support, imaging/ device configuration support, asset management (to include deployment), and sustainment operations and maintenance (O&M) for JSP Secure Mobility Requirements.
• Support project activities and client contact that addresses the entire life cycle of a service, from the implementation of the service to the retirement of the service.
• Proactively support all WINDAR-S and DMCC-S Secure Mobility devices within the supported JSP customer environment.
• Track asset location and allocation through the inventory, imaging, provisioning, reprovisioning, fulfillment, deployment, decommissioning, and disposition phases of asset life cycle.
• Provide service with a customer-facing interface for receipt and processing of customer requirements, to include additional information collection required to support JSP billing and reimbursement coordination through Government-defined process checklists. Implement best business practice methods to efficiently use resources and support customer requirements.
• Image, provision, and reprovision devices to support fulfillment of customer requirements, as defined by Government-provided guidelines and standard operating procedures and Government-approved work instructions developed and maintained by the Contractor.
• Perform non-intrusive maintenance activities for any device as required to affect the continued operations of the system in accordance with manufacturers' specifications. Includes diagnostics, troubleshooting, reconfiguration or software installation actions to correct any system errors indicating a defect in the system operation. Standard response is 8 business hours; VIP priority response is 2 business hours. VIP service is provided to approximately 30% of WINDAR-S devices and 10% of DMCC-S devices.
• Provide on-call VIP Support (2-hour physical onsite response) after hours and during emergencies.
• Effectively label all devices with clear instructions for users to contact the JSP Service Desk with appropriate identification for the device.
• Use the government's ticket management tool (currently Remedy) to track customer service requests and trouble incident tickets, manage one or more associated Secure Mobility ticket queue(s), develop and report performance metrics, manage and escalate outage events, and support ticket reviews as requested by Government.
• Being able to work in fast pace changing environment.

Required Education and Experience:

• Security Clearance: Secret
• Required Experience: 4 years of professional experience supporting PC hardware and software systems.
• Required Education: Associates or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
• 8570 Level II Certification, Sec+
• ITILv4 Foundation minimum certification preferred.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.