Software Licensing Help Desk Specialist

• Monitor the software licensing mailbox and respond to all requests
• Process service request in a manner in accordance set performance standards and ensure that all applicable user, machine, and product information is completed and documented
• Work with end users to communicate USCIS software standards. Create as needed or assist in the creation of software and asset management/change management requests to modify the standards or obtain exceptions for special requirements
• Assist end user software requests by routing ticket to appropriate stakeholder and working with resellers to obtain needed software licensing information
• Coordinate with sites to develop details for complex software deliveries
• Support the resolution of IT service request issues from software orders
• Develop and update OIT internal tools for management of software contracts as the products on those contracts change
• Maintain license keys and install packages for software packages, including providing updates as necessary to both end users and enterprise software distribution groups
• Provide keys/install packages as necessary to end users and provisioning support personnel

• 1-5 years experience providing end user support in a software licensing environment
• Bachelor's degree
• Eligibility for Public Trust Clearance
• US Citizenship

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.