Service Desk
US-AZ-Fort Huachuca
NCI Information Systems Inc.
Req #: 7499
Type: Regular Full-Time
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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(r) 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: ESSENTIAL FUNCTIONS: * Manages operations of help desk at assigned location * Supervises and trains help desk specialists in the identification of routine/high priority system and software problems * Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed * Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems * Assigns corrective action requirements * Develops and manages training in accordance with established corrective priority categories * Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers * Ensures compliance with electronic and physical security procedures and standards * Establishes and oversees effective call reporting and action system Qualifications: MINIMUM REQUIREMENTS: * Bachelor's Degree or equivalent related experience * ITIL v4 * IAT Level II Certification EXPERIENCE REQUIRED: * 13+ Years 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 * Stoop, kneel, crouch, or crawl as required * Repeatedly lift and carry weight up to 25 pounds * Travel by land or air transportation 15 %
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