Empower AI Inc.

Provide remote technical support and hardware deployment for end users in a government IT environment. | Requires 2-7 years experience, ability to work remotely, and knowledge of ITIL 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 Technician to join a fully remote, end-user device support team with a focus on deployment of new hardware via the refresh process. The VST is responsible for keeping a schedule of Google Meet appointments directly interfacing with end-user customers, supporting IT asset management through the ServiceNow application for asset and ticket management, and collaborating with the refresh care team, including IT warehouse personnel, as well as team members across various IT services departments including but not limited to: IT Asset Management, Regional Office Base Desk SIde Services, Mobile Device Management, and the IT Help Desk. 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 Help Desk - Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity -Document all issues and generate incident tickets, detailing common issues or error trends. - Provides personal computer support, problem analysis, and hardware/software installation and configuration -Work with end users, resolving their software and hardware issues in an efficient manner. - Interacts daily with customers to ensure productivity; provides individual feedback - Responsible for scheduling and coordinating all training activities -Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. - Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar -Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. - Monitors team productivity and quality; provides individual feedback - Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox - Maintains and verifies daily statistics; generates daily statistical reports - 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: - ITILv4 Foundation Certification - 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 REQUIREMENTSThe 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.

Manage and lead VPN activities and network equipment across global sites supporting digital transformation initiatives. | Requires 4-9 years experience, VPN SME, ITILv4, and ability to work remotely with minimal supervision. | Responsibilities • SUMMARY DIGIT is looking for a Network Administrator specializing in VPN to support the design, implementation, monitoring, management, change management, software upgrades, problem/incident resolution, and root cause analysis of network circuits and devices as part of a large technology refresh initiative. The Network Administrator shall focus on implementation and coordination of VPN and both wired and wireless network equipment across hundreds of sites across the globe, remotely coordinating the work. 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: • Manage, Engineer and lead all VPN activities within the environment. • Establish network monitoring for newly installed and replaced equipment. • Support and operate Software-Defined Wide Area Networks (SD-WAN) sites. • Support and maintain network equipment and configuration (routers and routing). • Utilize and implement network orchestration tools and techniques to facilitate automated and consistent configurations, management, testing, deployment, and operations of physical and virtual devices within the network. • Manage status, errors, and inbound and outbound traffic statistics of all routing interfaces, bandwidth utilization, and errors of all inbound and outbound LAN/WAN circuits. • Provides consulting services to members of the professional staff and to the customer in the analysis and design of data processing systems, management systems, scientific systems, and other related areas. • Provides technical direction, guidance, and assistance to assigned projects, suggesting efficient approaches and methods for solving problems. • Analyzes, diagnoses, and recommends solutions to complex problems. • Escalate issues to vendor and third-party entities, as necessary and directed by the Government. • Generates / updates network documentation in coordination with the onsite installation resources. • Ability to establish and maintain effective working relationships with associates and client personnel at all levels. • Produce knowledge base articles and SOPs. Qualifications CONTRACT REQUIRED QUALIFICATIONS This following are REQUIRED for this position: • Public Trust Clearance • ITILv4 Foundation Certification within 120 days of start date. • Previous experience with TrustSec. • SME with VPN and previous experience with VPN in an enterprise environment. • Previous experience with vulnerability patching. • Previous experience supporting and operating Software-Defined Wide Area Networks (SD-WAN) sites • Design and develop solutions to complex applications problems, system administration issues, or network concerns. • Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. • 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. CONTRACT DESIRED QUALIFICATIONS The following are DESIRED for this position: • Cisco Certified Networking Professional (CCNP) or Cisco Certified Networking Associate (CCNA). • Proficiency in wireless survey software such as Ekahau, both in actual survey functions and engineering and architecture based on the data. • Proficient in configuring the following protocols: BGP, OSPF, EIGRP, and Static routes. • Familiar with SD-WAN architectures such as VMware (VeloCloud) • Design network architecture for Software Design Access / Software Defined Networks, utilizing Cisco Catalyst Center. • Must be willing to work a variety of shifts, including holidays as scheduled. • Familiarity with the following technologies: Active Directory, Windows, ServiceNow, Network Monitoring Systems (Solarwinds), Cisco Prime, LAN/WAN control protocols, Cisco SDA. • Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), 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 - 9 Years of experience and/or and bachelor's degree • Previous support of Software Defined Access (SDA) infrastructures. • 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 minimally, via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).

Lead and oversee teams managing installation, configuration, backup, recovery, patching, and security of Unix and Windows systems within datacenter infrastructure for federal government clients. | 7-12 years experience with system administration, VMware, storage, HCI, datacenter networking, ITILv4 certification, Public Trust Clearance, and leadership experience in a government IT environment. | 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 Senior Platform Services Lead Engineer to support GSA platform management services which encompass operations, continuity services, and recovery services for all IT core infrastructure services required to deliver any technology. In support of platform management, the Platform Services Lead Engineer duties will include, but not be limited to, oversight of multiple teams focused on the installation, configuration, and hardening of systems, system back-ups, O/S loading, restoration, and image creation. 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: Oversight of teams focused on and, as needed, direct involvement in the following: Installing, monitoring, and upgrading UNIX and Windows system software. Creating and maintaining UNIX and Windows user accounts and access management systems. Creating and setting standardized backup and recovery policies, as well as security policies. Applying patches and upgrades in accordance with agreed upon schedules . Analyzing impact of software changes across other functional units. Establishing, implementing, and recording Unix and Windows Administrator best practices. Recognizing trends and issues; foreseeing upcoming risks, identifying existing risks, and taking necessary measures to eliminate them. Functioning as Level / Tier III support for analyzing, troubleshooting, and implementing solutions related to Unix OS technical problems. Actively involved with third parties engaged in to ensure acceptable quality of service delivery and, prevent information security incidents. Assist COOP/DR exercises, projects and tasks as required. Participating in meetings with executives to discuss technical issues and propose solutions Collaborating with other members of the engineering team to design new features or improve existing ones Escalate issues to vendor and third-party entities, as necessary and directed by the Government. Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues and conflicts Prepares program and test specifications Prepares test procedures and data Prepares complete documentation of methods, procedures, and design Supervises revisions and changes Directs and oversees the implementation of combined hardware/software systems Qualifications CONTRACT REQUIRED QUALIFICATIONS This following are REQUIRED for this position: Public Trust Clearance and ITILv4 Foundation Certification within 120 days of start date Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. Will supervise others. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Design and develop solutions to complex applications problems, system administration issues, or network concerns. Perform systems management and integration functions Proven ability to work independently in a full and/or partial remote environment with limited supervision. 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. VMware experience is required. Storage experience is required. HCI knowledge is required (vSAN, VXrail, Nutanix, Cisco HX). Proven ability to design and implement datacenter infrastructure. Proven understanding of scalable and resilient datacenter infrastructure. Experience with Datacenter networking. CONTRACT DESIRED QUALIFICATIONS The following are DESIRED for this position: Familiarity with multiple information technologies that include operating systems, databases, server virtualization, cloud-based infrastructure, automation, and middleware with expertise in several of the technologies, including RedHat/CentOS Linux, Solaris, VMWare, X86 hardware and AWS. Familiarity with base OS image creation, server configuration and automation tools such as Ansible, Puppet, Chef, Cobbler, Kickstart, Cloud formation, etc. A familiarity of Active Directory, GPO, Sites and Services. Familiarity with high availability, disaster recovery, and load balancer concepts is a plus Experience using ServiceNow for ticket management and inventory management. Good analytical, interpersonal, and communication skills. Ability to adapt to changing priorities and quickly learn new skills and techniques. Strong aptitude for an independent working environment and high productivity rate. Excellent communication and customer relationship skills. 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. Experience documenting and updating Security Controls. Experience modifying and updating Architectural Diagrams. EDUCATION AND EXPERIENCE The following are the education and experience required for this position: 7 - 12 years of experience and bachelor's degree or equivalent. Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset. PHYSICAL REQUIREMENTSThe 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 approximately 10% of the time 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 Level 1 service desk operations including escalation, staff oversight, process improvement, and customer satisfaction in a government IT environment. | Bachelor's degree, 4-9 years IT service desk experience, ITIL and HDI/SDI certifications, Secret clearance, and strong technical and leadership skills. | 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 The Remote Service Desk Manager will manage the performance of Level 1 services and support to customers. They are responsible for ensuring they meet or exceed customer expectations. They ensure staff is meeting performance goals and that standards and processes are followed. POSITION RESPONSIBILITIES: • Oversee 100% of the requests, incidents and problems • Manage and coordinate urgent and complicated support issues • Act as escalation point for all requests and incidents • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization • Determine root cause of issues and communicate appropriately to internal and external customers • Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities • Identify team leads for three sections including Tier 1, Incident Management and Problem Management. • Verify sufficient employee coverage and provide backup support • Communicate status/issues with customers • Develop strategies for improvement • Monitor and manage phone queue (participating in escalated calls as needed) • Oversee Knowledge Management repository and ensure top quality solutions are available to the staff • Develop an effective and workable framework for managing and improving customer IT support in the organization • Advise management on situations that may require additional client support or escalation; • Review customer satisfaction survey feedback from end users to improve services, tools and support experience • The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables. Qualifications • POSITION REQUIREMENTS: • Extensive experience with ServiceNow and Remedy • Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. • Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. • Functions as a technical expert across multiple project assignments. • May supervise others • Bachelor's degree or higher required • 4-9 years experience in an IT Service Desk Environment • Help Desk Institute (HDI) or Service Desk Institute(SDI) certification • ITIL certification • Secret clearance PHYSICAL REQUIREMENTS: This position requires the ability to perform the below essential functions: • Sitting for long periods • Standing for long periods 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.