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Empower AI · 10 hours ago

Desktop Support Technician I

US-MA-BOSTON

Full-time

Hybrid

Entry Level

1+ years exp

Empower AI is dedicated to providing AI solutions for government agencies, enhancing workforce potential. The Desktop Support Technician I role focuses on delivering IT support to users, resolving technical issues, and ensuring optimal productivity through effective customer service.

Information ServicesInformation TechnologySoftware

No H1B

Security Clearance Required

Responsibilities

Performs a variety of clerical and administrative duties pertinent to on site support

Responds to trouble tickets to resolve user problems

Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity

Provides personal computer support problem analysis, and hardware/software installation and configuration

Interacts daily with customers to ensure productivity; provides individual feedback

Monitors team productivity and quality; provides individual feedback

Maintains an audit trail and statistical records of all problems and conditions reported by the client

Qualification

Windows desktop supportITILv4 Foundation CertificationRemote tools experienceIndustry standard softwareActive DirectoryCustomer serviceTime management

Required

Public Trust Clearance (Or ability to obtain)

ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire

High School Diploma or equivalent

Minimum 1 - 5 years of work experience

At least one (1) year experience with Windows desktop support

At least two (2) years experience working knowledge of remote tools

Experience supporting industry standard software products

Experience as a remote worker demonstrating time management and self discipline

Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments

Performs work that requires practical experience and training

Work is performed remotely under supervision

Contributes to deliverables and performance metrics

Preferred

Must be willing to work a variety of shifts, including holidays as scheduled

Possess 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

Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory