> Markdown version of [/jobs/ext/1767179-tier-ii-deskside-technician-senior](https://www.wearedevelopers.com/jobs/ext/1767179-tier-ii-deskside-technician-senior). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier II Deskside Technician (Senior) - **Company:** Empower AI Inc. - **Location:** Reston, VA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Artificial Intelligence, CompTIA Security+, Hard Disk Drives, Systems Analysis, Network Administration, NIPRNet, Public Key Infrastructure, SAP (Applications), Software Vulnerability Management, Computer Networking Systems, Computer Network Operations, Information Technology, National Industrial Security Program Operating Manual (NISPOM), Servicenow - **Published:** July 16, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17601502?backUrl=%2Fcareer%2F17601502%2FTier-Ii-Deskside-Technician-Senior-Virginia-Reston ## About the Role Requirements Active TS/SCI (active at time of award) Education Bachelor's Degree in IT, Computer Science, or related field; equivalent advanced certification + experience accepted in lieu Required Experience 7 or more years of progessively responsible professional experience in enterprise endpoint computing, IT systems analysis, classified network administration, in roles requiring independent judgement and technical decision-making Required Certifications ITIL v4 Foundations; CompTIA Security+; HDI Desktop Advanced Support Technician Preferred Certifications CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Dell TechDirect certification About Empower AI ## Description Position Summary: The Deskside IT Support Specialist provides onsite technical support to end users, ensuring reliable operation of desktops, laptops, mobile devices, peripherals, and local infrastructure. This role focuses on handson troubleshooting, customer service, and maintaining a productive technology environment. The specialist serves as the escalation point for issues that cannot be resolved remotely and works closely with IT teams to support hardware, software, and network systems. Serve as the primary technical escalation point for complex hardware, software, and network incidents across NIPRNet, SIPRNet, Yellow Network; resolve issues exceeding mid-level scope using advanced systems analysis and independent judgment. * Lead technical review of escalated tickets; coordinate with Tier III infrastructure, Network Operations, and development teams; provide 24O7O365 on-call coverage and independently determine response posture for after-hours and heightened operations. * Provide day-to-day technical direction and mentorship to mid-level and junior technicians; evaluate work quality and tailor guidance to each technician's experience level. * Serve as senior SME for the assigned customer environment; ensure SOPs and Work Instructions are current; lead QA scorecard reviews, process working groups, and staff training sessions. * Lead workstation imaging and deployment operations at all classification levels; design advanced configuration approaches and validate builds against enterprise STIG standards. * Oversee imaging rollout schedules, post-installation quality control, and release decisions; develop and maintain build documentation and imaging guides for all approved device configurations. * Direct cyber vulnerability remediation across all classification levels (minimum 15 most-vulnerable systems per network per week, 95% target); produce and submit the weekly Cyber Vulnerability Remediation Report. * Lead the standalone patching program for approximately 150 non-networked systems across all classification boundaries; publish patching schedules and produce the monthly Standalone Patching Compliance Report. * Serve as Trusted Agent (TA) for Joint Staff SIPRNet PKI token requests and higher classification processing (~200 token-related tickets/month); perform CAC and PKI PIN resets including after-hours coverage. * Oversee MFA YubiKey token inventory management; ensure user instruction on Government-approved tokens; produce and submit the monthly MFA Security Token Inventory Report. * Ensure all technicians submit DD Form 1150 in DPAS within three business days; manage turned-in equipment disposition and hard drive sanitization per NISPOM requirements. * Facilitate warranty repair via Dell TechDirect; determine repair-versus-replace pathways; maintain bench stock levels across all classification tiers and contribute to weekly Equipment on Hand and Pending Transaction Reports. * Serve as SME for COOP deskside support; perform daily maintenance and readiness validation at warm site locations across NIPRNet and SIPRNet environments; respond within a 2-hour recall window upon activation. * Deliver advanced deskside support in SAP and highly sensitive environments; coordinate with security and engineering teams to resolve complex cross-functional IT issues. * Document all support activities with detailed analytical findings and resolution outcomes in ServiceNow/Remedy; identify recurring patterns and contribute SOP improvement recommendations to J6 program leadership. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [6 Emerging Technologies We’ll Learn About in 2025](https://www.wearedevelopers.com/magazine/381-6-emerging-technologies-we-ll-learn-about-in-2025) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [The Fastest-Growing Tech Sectors to Look Out for in 2025](https://www.wearedevelopers.com/magazine/373-the-fastest-growing-tech-sectors-to-look-out-for-in-2025)