Empower AI

Provide remote technical assistance and support to users via phone, email, and instant messaging, including troubleshooting, hardware/software installation, and maintaining audit records. | Requires 2-7 years of experience, Public Trust Clearance, ITILv4 Foundation Training (or within 120 days), ability to work independently remotely, and proficiency with Windows/Mac support and common office software. | 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 SUMMARY DIGIT is seeking a Virtual Service Desk Technician to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA's IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency's shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning. RESPONSIBILITIES This position shall perform the following (to include but not limited to) activities: - Performs a variety of clerical and administrative duties pertinent to remote assistance. - Replies to trouble tickets to resolve user problems. - Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity. - Provides personal computer support analysis, and hardware/software installation and configuration. - Interacts daily with customers to ensure productivity; provides peer feedback. - Maintains an audit trail and statistical records of all problems and conditions reported by the client. - Escalate issues to vendor and third-party entities, as necessary and directed by the Government. Qualifications CONTRACT REQUIRED QUALIFICATIONS This following are REQUIRED for this position: - Public Trust Clearance by start date. - ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. - Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. - Operates with appreciable latitude in developing methodology and presenting solutions to problems. - Contributes to deliverables and performance metrics where applicable. - Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. - May provide assistance concerning the use of computer hardware and software, including printing and installations. - Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others. - 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. - Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours. - Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks. CONTRACT DESIRED QUALIFICATIONS The following are DESIRED for this position: - 2 years experience with Windows and/or Mac desktop support. - 2 years experience with Smartphone support. - 2 years experience with remote support tools. - Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow. - Must be willing to work a variety of shifts, including holidays as scheduled. EDUCATION AND EXPERIENCE The following are the education and experience required for this position: - 2-7 years of experience and high school diploma - Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset. PHYSICAL REQUIREMENTS The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following: - If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies. - Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard. - Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company's expectation of information security. - Viewing computer screens and sitting for long periods of time. - Travel is not required. OR - Travel minimally (or insert a percentage; or as applicable), via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds). About Empower AI All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

Manage and lead the Advanced Technical Support team, oversee IT service desk operations, ensure timely issue resolution, and collaborate with government and vendor partners. | 4-7 years experience with associates degree or equivalent, ITILv4 certification (or within 120 days), public trust clearance, remote work experience, and proficiency with ServiceNow and office productivity tools. | 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 SUMMARY DIGIT is seeking an Advanced Technical Support Lead to manage and enhance the IT service desk operations, ensuring timely resolution of technical issues, and maintaining a positive and customer-centric service culture. Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients and scaling our team as we grow. The successful candidate will lead a team of support professionals, drive continuous improvement, and contribute to the overall success of our IT Services. As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA's IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency's shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning. RESPONSIBILITIES This position shall perform the following (to include but not limited to) activities: -Oversees 6 subordinates with technical backgrounds in support of DIGIT 1.5 service desk mid tier team know as ATS -Responsible for the management of operations of the Advanced Technical Support team - Analyzes new and complex problems and creates innovative solutions that normally involve the technology, methodology, tools, and solution components. - Sets deadlines, assigns responsibilities, and monitors and summarizes Advanced Technical Support performance - Prepares reports for upper management regarding statuses of incident and request performance - Leads and directs the work of others - Collaborates with other leads inside of the End User Services Portfolio, other DIGIT portfolio leads and government counterparts in support of GSA IT end user services. - Escalates issues to leads, federal counterparts, vendors and third-party entities, as necessary and directed by the Government. - Oversees queue management and escalation management to ensure that we follow standard operating procedure for related incidents - Supports the maintenance of knowledge database to help improve and create better efficiencies with technical support -Provides annual feedback, performs disciplinary tasks and overall management of subordinates in support of DIGIT Qualifications CONTRACT REQUIRED QUALIFICATIONS This following are REQUIRED for this position: - Public Trust Clearance by start date. - ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. - Applies fundamental concepts, processes, practices, and procedures on technical assignments. - Performs work that requires practical experience and training. - Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming. - Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others. - 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. - Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours. - Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks. CONTRACT DESIRED QUALIFICATIONS The following are DESIRED for this position: - Ability to create and manage Service Now reports and queries to monitor ongoing problems, or measure level of effort with contract related items. - Elevated understanding of ServiceNow reporting, dashboard, and knowledge document creation. - Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow. - Must be willing to work a variety of shifts, including holidays as scheduled. EDUCATION AND EXPERIENCE The following are the education and experience required for this position: - 4-7 years of experience and an associates degree or equivalent. - Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset. PHYSICAL REQUIREMENTS The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following: - If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies. - Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard. - Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company's expectation of information security. - Viewing computer screens and sitting for long periods of time. - Travel is not required About Empower AI All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

Lead business development and capture efforts for Department of State and civilian agencies, managing large-scale opportunities and strategic relationships. | 10+ years federal business development experience with Department of State or similar agencies, proven large contract wins, bachelor's degree, and strong knowledge of federal procurement. | Description: • Build and maintain trusted relationships with Department of State leaders, contracting officers, and program offices, as well as with other civilian agencies such as USCIS and DHS. • Serve as the primary account lead for designated civilian portfolios, developing account plans and long-term engagement strategies. • Identify, qualify, and shape new opportunities valued at $50M+, ensuring alignment with company strengths in IT modernization, cybersecurity, AI/ML, and mission support. • Partner with capture managers, solution architects, and proposal teams to ensure compelling and differentiated proposals. • Foster strategic teaming relationships with large primes, small businesses, and technology partners to enhance competitiveness. • Maintain accurate opportunity pipeline records (CRM), ensuring disciplined forecasting and reporting to leadership. • Monitor and assess competitive landscape, acquisition trends, and customer priorities across civilian agencies. • Represent the company at Department of State and civilian-focused industry events, conferences, and forums. • Contribute to strategic growth initiatives and drive collaboration across delivery, technical, and finance teams. • Provide timely briefings to executive leadership on account strategy, pipeline health, and win probability. • Ensure adherence to corporate growth processes, including gate reviews, opportunity qualification standards, and pricing strategies. Requirements: • Demonstrated success leading business development activities and winning contracts within Department of State or comparable civilian agencies. • Bachelor’s degree in Business, Engineering, Information Technology, or related field required; Master’s degree preferred. • Minimum of 10 years of business development or capture experience within federal civilian markets; at least 5 years focused on Department of State, USCIS, or comparable agencies. • Demonstrated record of leading and winning large-scale ($50M+) opportunities. • Strong knowledge of the federal acquisition lifecycle, procurement processes, and contract vehicles commonly used by DoS and DHS. • Proven ability to develop and sustain long-term relationships with senior government officials, contracting staff, and industry partners. • Excellent communication and influencing skills, with a reputation for integrity and trust-building. • Experience managing a robust pipeline and delivering accurate forecasts; proficiency with CRM and pipeline management tools (e.g., ServiceNow). • Ability to work effectively across capture, solution, technical, and proposal teams in a fast-paced environment; strategic thinker with creative problem-solving skills. Benefits: • Recognized as a 2024 Military Friendly Employer by Viqtory