Systems Admin/Support - Customer Support

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 2022 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: Empower AI: As a System Administrator, you will have the opportunity assist our team in the support of the US Army, and provide congenial customer service and in-depth technical systems support.
This challenging position will require a vast array of technical and communication-skills to support the technical and customer-related activities.
Additionally, this position will support a wide variety of other activities from low-level design, to operating system and application support, to various hardware support activities in a fast-paced environment.
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: Responds to trouble tickets to resolve/engineer user problems.
Maintain and post daily event calendar.
Monitor Help Desk mailbox.
(Tier-I/II support) Able to plan, direct, or carry out special projects involving Help Desk promotion activity as needed.
Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials.
Provide personal computer support, problem analysis, and hardware/software installation and configuration.
Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity.
Provide support to include configuration of systems, communications devices, and peripheral equipment.
Correct and restore user PC workstations to operational status.
Provide desk-side training and technical assistance as needed.
Responsible for supporting customer in MS Windows Vista and Active Directory Structure.
Capable of adding and removing workstations to the domain.
Experience with Remedy.
Experienced with SCCM to create/edit/deploy task sequences, OS images, driver packs, compliance rules, and edit or create collections.
Monitors data communications network to ensure that network is available to all system users and resolves data communications problems Receives telephone calls from user with data communications problem such as failure of data to be transmitted to another location Reviews procedures user followed to determine if specified steps were taken Explains user procedures necessary to transmit data Monitors modems and display screens of terminals to mainframe computer to detect error messages that signal malfunction in communications software or hardware Enters diagnostic commands into computer to determine nature of problem and reads codes on screen to diagnose problem Attaches diagnostic equipment to phone line to learn if line meets specification Reads technical reference manuals for communications hardware and software to learn cause of problem Instructs user to enter specified commands into computer to resolve problem Calls service technician for service when problem cannot be resolved Enters operating commands into computer to restart program Records number of daily data communications transactions and number of problems and actions taken Updates documentation to record new equipment installed, new sites, and changes to computer configurations Inspects communications wires and cables Trains staff and users to use equipment Coordinates installation of or installs communications lines Qualifications: MINIMUM REQUIREMENTS: Clearance: Secret Clearance Education/experience: Bachelor's Degree (or equivalent related experience), 0-5 years experience IA Certification: DoDI 8570 IAT II (preferred CompTIA Security+) CE Certification: Microsoft industry certification (i.
e.
MCSA/MCSE or Microsoft Windows Server Hybrid Administrator (AZ-800/AZ-801), or obtain within 6 months of start date PREFERRED EDUCATION AND EXPERIENCE: Experience of Help Desk (Tier-1/II) Support MCSA mobility SCCM Certified.
PHYSICAL REQUIREMENTS: Sitting for long periods.
Standing for long periods.
Ambulate throughout an office.
Ambulate between several buildings.
Stoop, kneel, crouch, or crawl as required.
Repeatedly lift and carry weight up to 20 pounds.
Travel by land or air transportation 25%.
About Empower AI: 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.