Tier II Hardware Imaging & Deployment Specialist (Mid-level)

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.

The Tier II Hardware Imaging & Deployment Specialist (Mid-level) 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.

• Performs workstation imaging and re-imaging at Government-furnished dedicated imaging locations, applying the current approved OS, premium-load software, and user-unique applications to desktop and laptop systems.
• Receives, inventories, and prepares new workstations for deployment; tracks device assignments and issuances in ServiceNow.
• Coordinates with deskside technicians on imaging schedules, device preparation status, and deployment timelines; notifies users when equipment has been delivered and data and applications are functioning properly.
• Preserves and restores customer data via backup prior to imaging operations that risk data loss; ensures DAR application installation is verified on all required systems post-imaging.
• Supports hardware staging and deployment activities including peripheral installation, hardware/software conflict resolution, and security configuration verification before issuance.
• Performs cyber vulnerability remediation on newly imaged workstations to ensure compliance with required enterprise security and configuration standards prior to deployment.
• Conducts technical inspections of turned-in equipment to determine serviceability; tags equipment for disposition IAW DISA J6 Equipment Turned-In SOP.
• Supports Life Cycle Refresh (LCR) projects by staging equipment, coordinating with asset management, and tracking LCR progress in ServiceNow.
• Maintains the imaging location in a neat and orderly condition; disposes of all waste material and packaging IAW J6 environmental and security requirements.

• Shall possess at the time of award a TS/SCI security clearance
• Bachelors degree plus three years of experience

• Strong customer service orientation.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills.

• Ability to conduct research into PC and software issues and products as required.

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Team-oriented and skilled in working within a collaborative environment.

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.