Know ATS Score
CV/Résumé Score
  • Expertini Resume Scoring: Our Semantic Matching Algorithm evaluates your CV/Résumé before you apply for this job role: Helpdesk Support Senior (CA).
United States Jobs Expertini

Urgent! Helpdesk Support Senior (CA) Job Opening In Reston – Now Hiring Empower AI

Helpdesk Support Senior (CA)



Job description

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 .

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of .

Jobs.

This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI: As the Helpdesk Support Senior (CA), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract.

You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs.

Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort.

Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.

In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to adapt to dynamic environments rapidly.

Highlights of Responsibilities:

  • Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
  • Provide IT support services and call triage including First Call Resolution, Impact and Priority Based Incident Categorization.
  • Provide timely customer feedback, monitor/update the status of assigned tickets, and ensure warm hand-off and/or ticket escalation.
  • Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
  • Provide O&M support for OMC desktop, laptop, and tablet information systems.
  • Image information systems using the government-provided operating system image
  • Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.
  • Submit tickets for all reported incidents, work orders, and service requests.
  • Provide surge support to NSGB in support of OMC Users participating in court hearings, trial activities, and other events as required.
  • Provide VTC support for scheduling, call setup, testing, and troubleshooting measures
  • Facilitate mapping and troubleshooting user access to shared network resources.
  • Provide support for computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
  • Provide support for software requests, installation, and troubleshooting IAW established policies and procedures.
  • Provide support for mobile device requests, issuance, accountability, troubleshooting, and retrieval IAW government approved processes.
  • Provide PKI Trusted Agent (TA) support, this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
  • Provide Voice Over Internet protocol (VOIP) and Secure VOIP troubleshooting, this includes port activation requests, connectivity, and trouble ticket submission.
  • Troubleshoot all information system hardware line replaceable units (LRU).
  • Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices.

    The contractor will procure replacement parts (.

    Fuser) and other consumables (.

    Toner) on a cost-reimbursable basis as required.
  • Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB.

    The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets.

    Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement.
  • As requested, provide desk-side training to the end user for standard software and equipment issues.

    Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
  • Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
  • Government-provided tools include, but are not limited to, the following:
  • ServiceNow for ticket submission, tracking, and routing.
  • Microsoft SharePoint as a knowledge management repository for SOP’s.
  • Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered.
  • Utilize ITIL best practices to enhance and optimize the services provided to end users.
  • Manage the implementation of an enterprise knowledge base and knowledge management best practices.
  • Coordinate with OMC and JSP IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
  • Resolve customer issues effectively or escalate them to appropriate support tiers.
  • Work with management in assessing staff performance/reviews/changes.
  • Assist in the professional and technical development of the team.
  • Qualifications

    Requirements:

  • Shall possess at the time of award an active TOP SECRET w/ SCI.

  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Ability to conduct research into PC and software issues and products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment.
  • Education and Experience: 

  • Bachelors in Engineering, Computer Science or other related fields
  • Bachelors with 8 years of experience, or a Master's with 6 years of experience.
  • Required Certifications:
  • HDI or A+ related certifications relevant to personnel roles/responsibilities
  • IAT Level II (one of the following):
  • CCNA Security,
  • CySA+
  • CND
  • Security + CE
  • 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
  • Stoop, kneel, crouch, or crawl as required
  • Repeatedly lift and carry weights up to 50 pounds

  • Required Skill Profession

    Computer Occupations



    Your Complete Job Search Toolkit

    ✨ Smart • Intelligent • Private • Secure

    Start Using Our Tools

    Join thousands of professionals who've advanced their careers with our platform

    Rate or Report This Job
    If you feel this job is inaccurate or spam kindly report to us using below form.
    Please Note: This is NOT a job application form.


      Unlock Your Helpdesk Support Potential: Insight & Career Growth Guide


    • Real-time Helpdesk Support Jobs Trends in Reston, United States (Graphical Representation)

      Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Helpdesk Support in Reston, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 39033 jobs in United States and 50 jobs in Reston. This comprehensive analysis highlights market share and opportunities for professionals in Helpdesk Support roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

    • Are You Looking for Helpdesk Support Senior (CA) Job?

      Great news! is currently hiring and seeking a Helpdesk Support Senior (CA) to join their team. Feel free to download the job details.

      Wait no longer! Are you also interested in exploring similar jobs? Search now: .

    • The Work Culture

      An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Empower AI adheres to the cultural norms as outlined by Expertini.

      The fundamental ethical values are:
      • 1. Independence
      • 2. Loyalty
      • 3. Impartiality
      • 4. Integrity
      • 5. Accountability
      • 6. Respect for human rights
      • 7. Obeying United States laws and regulations
    • What Is the Average Salary Range for Helpdesk Support Senior (CA) Positions?

      The average salary range for a varies, but the pay scale is rated "Standard" in Reston. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    • What Are the Key Qualifications for Helpdesk Support Senior (CA)?

      Key qualifications for Helpdesk Support Senior (CA) typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.

    • How Can I Improve My Chances of Getting Hired for Helpdesk Support Senior (CA)?

      To improve your chances of getting hired for Helpdesk Support Senior (CA), consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

    • Interview Tips for Helpdesk Support Senior (CA) Job Success
      Empower AI interview tips for Helpdesk Support Senior (CA)

      Here are some tips to help you prepare for and ace your job interview:

      Before the Interview:
      • Research: Learn about the Empower AI's mission, values, products, and the specific job requirements and get further information about
      • Other Openings
      • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
      • Dress Professionally: Choose attire appropriate for the company culture.
      • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
      • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
      During the Interview:
      • Be Punctual: Arrive on time to demonstrate professionalism and respect.
      • Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.
      • Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.
      • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
      • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
      • Follow Up: Send a thank-you email to the interviewer within 24 hours.
      Additional Tips:
      • Be Yourself: Let your personality shine through while maintaining professionalism.
      • Be Honest: Don't exaggerate your skills or experience.
      • Be Positive: Focus on your strengths and accomplishments.
      • Body Language: Maintain good posture, avoid fidgeting, and make eye contact.
      • Turn Off Phone: Avoid distractions during the interview.
      Final Thought:

      To prepare for your Helpdesk Support Senior (CA) interview at Empower AI, research the company, understand the job requirements, and practice common interview questions.

      Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Empower AI's products or services and be prepared to discuss how you can contribute to their success.

      By following these tips, you can increase your chances of making a positive impression and landing the job!

    • How to Set Up Job Alerts for Helpdesk Support Senior (CA) Positions

      Setting up job alerts for Helpdesk Support Senior (CA) is easy with United States Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!