DESKSIDE TECHNICIAN (BOYERS, PA)

DESKSIDE TECHNICIAN (BOYERS, PA) Job ID 2026-9689 Job Locations US-PA-Boyers Category IT: Support / Technician Type Regular Full-Time 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 Description Empower AI is seeking a motivated Deskside Technician (Boyers, PA) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, the technician determines root cause and business impact, decides whether to repair, reconfigure, re-image, replace, or escalate, evaluates configurations against the enterprise baseline and STIG requirements, and implements the chosen solution using administrative privileges. The role also assesses hardware lifecycle data, coordinates vendor service as the Government's technical liaison, and turns recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS AN ONSITE ROLE IN BOYERS, PA WITH UP TO 10% OF TRAVEL INVOLVED. JOB DUTIES: 1. Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or escalate. 2. Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges. 3. Determine appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE). 4. Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation. 5. Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device. 6. Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in "Resolved - Awaiting Customer Confirmation" status, and document resolutions and configuration decisions for reuse in the knowledge base. 7. Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, r disposition actions to asset management. 8. Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed. Qualifications REQUIREMENTS : 1. Bachelor's degree and 2 years of related experience (an Associate's degree with 3 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted). 2. Must be a U.S. Citizen. 3. Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start. 4. Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting. 5. Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties. 6. Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision. 7. Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware repair. 8. Working knowledge of Windows 10/11 installation and configuration, PC hardware components, peripherals, printers, and basic networking (TCP/IP, Wi-Fi, VPN). 9. Familiarity with Active Directory account and computer object concepts, Microsoft 365 applications, and remote support tools. 10. Ability to lift and move IT equipment up to 50 pounds and to work at user desks, in equipment rooms, and in classroom settings. 11. Strong customer service, communication, and organizational skills, and the ability to follow documented ... For full info follow application link. It is the policy of NCI 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. The information above has been designed to indicate the general natur