Desktop Support Technician I (Virtual Service Tech)

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, probl