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PROJECT MANAGER V
- Oversees the efforts of engineering staff to design, develop, engineer and implement solutions to security requirements
- Responsible for the implementation and development of IT security services
- Analyzes user needs to determine functional and cross-functional requirements
- Gathers and organizes technical information about an organization’s mission goals and needs, existing security products, and ongoing programs in the MLS arena
- Performs requirements gathering and analysis of those requirements
- Performs functional analysis to identify required tasks and their interrelationships
- Performs functional allocation and identifies resources required for each task
- Performs risk analysis that also include risk assessment
- Plans, coordinates, and oversees implementation of the organization’s information security services
- Provides support for facilitating and identifying current security infrastructure and defines future programs, design and implementation of security related to IT systems
- Works with engineers on systems integration
- Shall assist government Program Managers who are managing specific programs at the Delivery Order or Technical Task order (TTO) level
- Assists the Government Program Managers with the management, administrative and technical oversight of the specific program portfolio
- A working knowledge of several of the following areas is required; understanding of business security practices and procedures; knowledge of current security tools available; hardware/software security implementation; different communication protocols; encryption techniques/tools
- Familiarity with commercial Information Assurance products
- Responsible for the day-to-day tactical duties for a moderate to highly complex technical program
- Incumbent is not responsible for P&L or business development, but is accountable to oversee results of multi-functional project teams
- Responsible for the administrative/operational leadership of a project within the program guidelines set by the Program Manager and customer
- Monitors project to ensure work scope, schedule, and budget are well defined and maintained
- Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received
- May conduct performance/project analyses during phase-down to benefit future/other projects/missions/programs
The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.
As a Subject Matter Expert Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.
POSITION RESPONSIBILITIES:
- Manages Deskside Support Technicians in the GSA R03 Regional Office Building.
- Performs a variety of clerical and administrative duties pertinent to onsite support.
- Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems.
- Provides technical support onsite or through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
- Monitors team productivity and quality; provides individual feedback.
- Coordinate fix actions with other teams, document fix actions and train junior technicians in R03.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
- Supports R03 Field Office visits personally or with R03 staff.
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CONTRACT REQUIRED QUALIFICATIONS:
- Public Trust Clearance (Or ability to obtain)
- ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days.
- Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
- Provides technical/management leadership on major tasks or technology assignments.
- Has domain and expert technical knowledge.
- Decision-making and domain knowledge may have a critical impact on overall project implementation.
- Contributes to deliverables and performance metrics and may supervise others
CONTRACT DESIRED QUALIFICATIONS:
- Must be willing to work a variety of shifts, including holidays as scheduled
- 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.
- Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory
As aBoards, Commissions, and Task Force (BCTF)/Operations Service Request (OSR)Technicianyou will play an active role in working with the OSR Manager and Project Managers to perform and complete small-scale to large-scale assigned projects in support of BCTFs and OSRs. You will work directly with other groups in the Defense Information Security Agency’s (DISAs) Joint Service Provider (JSP) environment to ensure that projects are coordinated and completed within agreed-upon due dates.
Job Description:
- Standing up and breaking down of NIPR, SIPR, and JWICS desktops, laptops, tablets and their peripherals
- Site surveys including testing port activity and collecting wall plate, MAC addresses, and other information needed to submit 5Es, as well as collection of asset information (serials and DKCA)
- Image, configure and test NIPR, SIPR, JWICS desktops and laptops before deployments
- Manual installation or configuration of applications on the Supported Products List
- Rapid stand-up of Boards, Commissions, and Task Forces
- Communicates with high profile customers in a professional and courteous manner
- Work as a team to complete project tasks to complete large and small scale projects
- Quickly diagnose potential network or workstation connectivity issues and coordinate amongst team and with other internal JSP departments to share information and resolve issues
- Assist with and prepare the development of project schedules for all projects, serving as technical SME and offering technical input to PM for planning purposes
- Provide regular project updates and status reports on all on-going activities
- Provide on-the-job training to other BCTF/OSR technicians
- Willing and able to utilize own vehicle and Pentagon shuttles to travel throughout the NCR to support projects (Mark Center, Crystal City, Rosslyn, Ft. Belvoir, Chantilly, College Park, etc.)
Empower AI: A VIP Support Specialist (Tier II), is responsible for ensuring an outstanding level of customer service by providing direct Tier II Customer Service Center support to the JSP VIP user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices
- Providing IT customer technical support on Microsoft operating systems and network services.
- Configuring Microsoft Office user settings, as required
- Overseeing JSP Move, Add, Change (MAC) VIP requests
- Acting as a liaison between end-users and JSP support.
- Management of JSP VIP assets, peripherals and user accounts
- Installing and configuring software included in the JSP Core Build, as well as software not included in the JSP Core Build
- Tracking, diagnosing, and coordinating help desk support for, and assisting in resolution of, JSP user technical problems
- Providing configuration management support for mobile devices
- Perform on-call support on a rotational basis for VIPs after hours
- Perform residential visits for home kit installations
- Perform travel support aboard aircrafts for equipment setup
Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.
Highlights of Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Accepts warm transfers from other technicians to continue remote support.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.
Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.
Highlights of Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Accepts warm transfers from other technicians to continue remote support.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.
Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.
Highlights of Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Accepts warm transfers from other technicians to continue remote support.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.
- Comprehensive Standards and Compliance Leadership: Gain and maintain deep knowledge of CMMI, ISO 9001, ISO 20000, and ISO 27001 standards. Spearhead compliance projects to certify that all corporate information systems meet and exceed these benchmarks.
- Expert System Architecture and Engineering: Perform detailed hands-on work related to designing, prototyping, and engineering of cybersecurity solutions, with a special focus on configuring and operating Microsoft Azure Security. Evaluate and enhance existing systems for better efficiency and compliance, and design new cybersecurity architectures to fulfill evolving requirements.
- Operational Excellence and Security Management: Oversee the daily operations of cybersecurity systems (i.e. SOAR, DLP, Security Center, Vulnerability Scanners, Email Security Gateways, etc.), prioritizing stability, performance, and security. Implement continuous monitoring strategies to detect and actively remediate vulnerabilities to meet SLA requirements, with an emphasis on utilizing Microsoft Azure's security capabilities to safeguard information integrity and reliability.
- Strategic Stakeholder Engagement: Collaborate with internal stakeholders, including IT departments, operational leaders, and senior management, to ensure that cybersecurity practices are seamlessly integrated with organizational strategic goals and compliance demands.
- Audit, Reporting, and Progressive Improvement: Conduct comprehensive audits of information systems to assess compliance with required standards and identify improvement opportunities. Generate detailed reports on audit outcomes, system performance, and compliance status. Lead efforts to mitigate gaps and enhance system capabilities, with an emphasis on continuous improvement.
- Knowledge Sharing and Mentorship: Offer expert advice and training to team members and stakeholders on compliance standards, best practices in system security, and technical procedures, particularly those related to Microsoft Azure security solutions. Ensure all team members possess the necessary knowledge and skills to support compliance and security efforts effectively.
SUMMARY
DIGIT is seeking a Customer Advocate Project Manager to support site visits, respond to escalations, be a liaison with GSA customer champions, improve user experience and be an advocate for customer focused outreach opportunities. Currently DIGIT is supporting GSA Field Site Pop Ups across the country and this position will support that effort. This includes meeting with facility managers and regional customer champions, providing data driven suggestions for future site targets, working with Deskside Support Technicians on submitting travel requests, providing pre and post survey analysis to GSA, working with DIGIT communications team for on site correspondence as well as life cycle incident management of all incidents opened while on site. Beyond Field Site support, the candidate will also leverage industry best practices to drive a key GSA initiative, customer satisfaction. The candidate will manage various chats for escalations, provide suggestions for continual improvement and correspond with GSA counterparts on various issues and statuses.
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:
- Responsible for the coordination and completion of 5% of field site visitations.
- Oversees all aspects of projects, leading a team on large projects or a significant segment of large and complex projects
- Analyzes new and complex project-related problems and creates innovative solutions that normally involve the schedule, technology, methodology, tools, solution components and financial management of the project
- Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project
- Prepares reports for upper management regarding status of project
- Leads and directs the work of others
- Work with DIGIT Intake leads on customer satisfaction and field site visits.
- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
-Effectively communicate with DIGIT leaders ship and GSA
As aTriage Support Center Technician, you will play a crucial role in managing and prioritizing incoming requests, incidents, and issues. Your primary responsibility will be to assess the urgency and impact of each request and ensure that they are appropriately categorized and directed to the relevant teams for resolution. You will also contact customers to schedule appointments for EUD technicians and update the tickets as needed with timely and effective responses to minimize downtime and disruptions.
Highlights of Responsibilities:
- Assess incoming requests, incidents, and issues to determine their urgency, impact, and appropriate handling. Prioritize tasks based on severity and business impact.
- Check tickets for incomplete items (missing asset #, location, etc.), incomplete summaries, or insufficient documentation. Complete required ticket updates and work documentation.
- Update, and manage tickets in the service desk system. Ensure accurate and detailed documentation of all interactions and resolutions.
- Escalate complex problems to the appropriate support teams
- Maintain clear and professional communication with end-users, stakeholders, and internal teams. Keep stakeholders informed about the status of their requests and incidents.
- Coordinate with customers to schedule appointments with Tier 2 technicians for assistance using the scheduling tool. This involves considering technician availability, customer preferences, and urgency of the issue.
- Adjust and reschedule appointments as needed, considering factors such as technician availability, delays, or emergencies. This includes moving appointments if a technician is out of the office or running behind schedule.
As a Cybersecurity Validator, you will assist the Cybersecurity SCA-V Program Lead and Team Leads in providing Security Control Assessor-Validator (SCA-V) support services to the 7th Signal Command-Theater located at Joint Base San Antonio, TX (106th Signal Brigade). This support includes Risk Management Framework (RMF) validation testing (also referred to under the RMF as “assessment”) support to the Security Control Assessor (SCA). This includes supporting the Government in conducting validation preparation activities such as onsite staff assistance visits (SAVs) and other validation activities, and generating RMF scorecards. This position is located at Joint Base San Antonio, TX. You will also provide annual assessments for installations in accordance to Federal Information Security Modernization Act (FISMA) standards and requirements. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
- Communicated with the Cybersecurity SCA-V Program Lead and Team Lead on any issues or concerns throughout the assessments
- Assesses DoD Information Systems against the RMF security controls (IAW) Department of Defense (DoD) Instructions 8500.01 and 8510.01, NIST SP 800-37, 800-53, and 800-53A, Army Regulation 25-1 and 25‐2, US Army Best Business Practices (BBPs) and applicable NETCOM Tactics, Techniques & Procedures (TTPs).
- Effectively performs interviews of technical Subject Matter Experts (SMEs) as well as non-technical management personnel to ascertain the security posture of an IT system
- Identifies mitigating factors for identified risks and proposes additional mitigation strategies for identified vulnerabilities
- Evaluates a wide array of IT devices for Security Technical Implementation Guide (STIG) compliance using ACAS/ Nessus, SCAP Compliance Checker, and manual checklist reviews. This includes Windows, Solaris, and Red Hat Linux servers and desktops, routers, switches, firewalls, IDS, etc.
- Submit findings input into the Enterprise Mission Assurance Support Services (eMASS) system or other Army approved tracking database
As the Information Security Manager, you will be responsible for protecting the Information Security Systems used by Empower AI and subsidiary companies by carefully monitoring, benchmarking, reviewing and responding to alerts, logs and anomalies. This applies to all systems and related technology including but not limited to: firewalls, anti-virus, endpoint protection for workstations, servers, printers, networks, and vendor specific hardware and software. In addition, as the Information Security Manger you will also serve as the primary escalation point for the technical security team which you will manage.
POSITION RESPONSIBILITIES:
- Update and track activities methodically with relentless attention to quality, accuracy, and timeliness.
- Conduct risk assessment of emerging technologies such as artificial intelligence, machine learning, internet of things, and cloud solutions and follow-up on progress of remediation activities.
- Contribute to the design, development and deployment of technology solutions to enhance confidentiality and privacy processes and mitigate risk.
- Serve as primary escalation point for all technical security concerns.
- Provide expertise and support to data analytics efforts to identify insights, potential risks, and mitigation strategies.
- Perform mult-disciplinary cyber security tasks to include: (Vulnerability Assessments, Baseline Creation, Static and Dynamic Code assessment.)
- Experience with privacy platform software preferred. Familiarity with cyber threats and potential impact on business. Knowledge of U.S. privacy legislation such as HIPAA, FISMA, RMF, stated privacy laws, state data breach laws and the capability to apply regulatory requirements within an operational context.
- Remain calm while retaining your ability to influence others in high pressure situations.
- Highly collaborative work ethic with demonstrated agility and strong teaming skills.
- ESSENTIAL FUNCTIONS:
- Responsible for managing very complex and/or high risk technical programs
- Oversees program budget and schedules; may direct staff
- May be responsible for business development within current customer base and/or for new customers
- Exercises a high level of independent judgment and initiative in solving highly complex problems
- Identifies and engages in frequent contacts with potential customers
- Will frequently travel to customer and company locations
- Oversees and develops strategic planning strategy
- Performs related duties as assigned
- Responsibilities also include aiding in the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts
- Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments
- Ensures projects are completed on time and within budget
- Acts as advisor to program team regarding projects, tasks, and operations
- Familiar with standard concepts, practices, and procedures within a particular field
- Relies on extensive experience and judgment to plan and accomplish goals
- Performs a variety of complex tasks
- Typically reports to a unit/department head
Empower AI: As the MAC Feedback Coordinator, you will work directly with the Medicare Administrative Contractors (MACs) for questions, concerns or issues related to, or associated with, CERT claims reviews/outcomes. Additionally, you will manage and coordinate special projects for the customer as assigned by the Medical Review Manager and interact with CERT managers to coordinate the flow of information. You will serve as a critical component in meeting our mission of providing excellent services to our customer, stakeholders, and employees. Your experience ensures an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level.
Highlights of Responsibilities:
- Manages CERT MAC Feedback operations, including the monitoring of Web feedback data entry.
- Responsible for the coordination and completion of projects as assigned including Top 100, Top 200, CERT Accuracy
- Communicates with the customer, stakeholders, and employees.
- Responsible for the coordination and completion of projects as assigned including Subcategories and Documentation matrix.
- Attends weekly calls with customer.
- Interacts with CERT managers to coordinate the flow of information.
- Manages and coordinates special projects as assigned by the Medical Review Manager.
- Monitors Late/Additional Documentation received for re-consideration and assigns it to medical review staff.
- Management of one direct report.
- Completes other projects or duties as assigned by the Medical Review Manager
ESSENTIAL FUNCTIONS:
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Conduct assessment, analysis, and solution development (e.g., solution diagrams and implementation timelines).
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Coordinate and execute requirement gathering and engineer solutions based upon best practices.
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Ensure compliance with all pertinent Army policies, ensure compliance with all pertinent Cybersecurity requirements, and establish compliant IT system integrations.
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Lead engagements with Government and external organizations (e.g., OEMs and distributors).
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Maintain current knowledge of rapidly changing IT technology, always be on the lookout for new technologies, and provide innovative concepts to evolve current processes.
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Provide critical insight and guidance to standardize the IT modernization effort for all sites and provide direction on the preparation and maintenance of all documentation for processes and procedures related to engineering projects.
SUMMARY
DIGIT is seeking a System Administrator to manage and maintain both the printers and Owl devices throughout the enterprise for the General Services Administration. There are over 1,400 printers in the GSA environment that are deployed throughout the country. Additionally the System Administrator will participate in supporting other video teleconferencing services.
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:
- Printers
- Remediate the vulnerabilities.
- Manage printers
- Report all remediation work in ServiceNow tickets
- Provide solutions to better manage and support printers in the GSA environment.
- Owl Labs
- Perform vulnerability patching.
- Manage devices
- Provide status on Owl devices.
- Configuration Management of Owl devices.
- Tier 3 support for devices.
- General UC
- Web apps (Zoom, Google)
- Excellent communication with team, Client and vendor
- Experience with certificates and security vulnerability management
- Possesses an up-to-date understanding of current VTC models and trends, including cloud based technologies, in order to provide expert guidance, and advice to the customer in regard to the VTC industry, particularly in the post-pandemic landscape.
- Participates in an Integrated Product Team to design new capabilities based upon evaluation of all necessary development and operational considerations
- Participates in the development of system engineering documentation, such as System Engineering Plans, Initial Capabilities Documents, Requirements Specifications and Interface Control Documents
- Participates in interface definition, design, and changes to the configuration between affected groups and individuals throughout the lifecycle
- Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues and conflicts
- Develops System Architecture and System Design documentation
- Guides system development and implementation planning through assessment or preparation of system engineering management plans and system integration and test plans
- Participates in and initiates concept development and trade-off studies
- Prepares complete documentation of methods, procedures, and design
- Assists with implementation of combined hardware/software systems
- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
Empower AI: As a Service Desk Support Technician I, you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Answering helpdesk calls, and responding to voicemails in a timely manner
- Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements
- Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
- Maintaining ownership of service tickets throughout the life span of the support request
- Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
- Updating and maintaining service work notes
- Establishing a high level of personal credibility and building strong relationships
- Consulting with immediate supervisor or higher-level IT specialists on possible solutions
- Coordinating with technicians to provide status updates to outstanding tickets
- Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets
- Providing updates, status, and completion information to management
- Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
- Participating in workshops, seminars, or other events as required.
- Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.
Empower AI is looking for an experienced, highly effective and creative VP, Marketing & Communications who can promote Empower AI’s capabilities with our many stakeholders, ranging from Federal Defense and Civilian leaders to partners and employees.
Responsibilities:
- Collaborate with company leaders to develop an integrated marketing and communications strategy that connects Empower AI’s vision, value proposition and experience with relevant stakeholders in the federal marketplace.
- Develop and execute effective digital strategies and integrated marketing campaigns that deliver measurable results.
- Develop and promote the company’s messaging platform to use across all communication channels (internal and external).
- Create and promote compelling thought leadership content that supports the business pipeline and generates new business leads.
- Develop and manage sales enablement materials to support business development activities.
- Manage and grow social media and website content that drives brand awareness.
- Lead and execute the company’s efforts at industry tradeshows, conferences and events to capture leads and promote the brand.
- Lead integrated teams (e.g., external and internal resources)
- Analyze customer and market trends to ensure Empower AI capabilities are properly positioned and messaged in a way that resonates with the federal market.
- Lead and execute the company’s internal and external communications initiatives, such as executive communications, company newsletters, employee town halls, employee communications, portal content and company presentations.
- Manage reporting of marketing campaign data to provide visibility of results, measure campaign effectiveness (ROI), and continuously improve campaign strategies.
- Develop and evolve the company’s brand standards used in all marketing and communications content.
Empower AI: The Machine Learning Engineer will design, build, and integrate high quality solutions using Machine Learning techniques. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
- Design, build, and integrate high quality solutions using machine learning techniques
- Work with a variety of different types, sources, and volumes of data by scraping, cleaning, extracting, and providing assessment to guide a viable machine learning solution
- Adapt open-source projects, implement research papers, and develop novel solutions to solve diverse business problems
- Being able to adapt and deal with various constraints such as varied data quality, security constraints, hardware limitations, and other resource limitations
- Staying current with state-of-the art techniques in machine learning from newly published research papers
- Effectively communicate realistic goals and status to varied stakeholders including internal and external customers
- Work with cross functional teams to integrate ML solutions within existing or in progress applications
- Lead or participate in project development during all steps of the Software Development Lifecycle, including client requirement definition, architecture design, production deployment, and maintenance activities
- Provide support for pilot projects and proof of concepts with accelerated timelines while working closely with solutions architects and professional services teams
- Work in a remote environment autonomously with minimal oversight
Empower AI: As a Hardware Deployment Technician you will work on the EUD Hardware Deployment Team to configure, test and deploy laptops and other hardware devices to our JSP customers by providing express pickup service. This junior level position will afford the opportunity to work alongside the EUD Tier 2 technicians to enhance your technical skills for advanced troubleshooting techniques to isolate and diagnose IT problems on laptops and peripherals, including software and various hardware. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Image, configure and test laptops before deploying
- Perform hardware installs, upgrades, and configure customer-specific hardware and software
- Instruct customers on use of equipment and software
- Troubleshoot to isolate and diagnose IT problems on laptop equipment and peripherals, including software and hardware
- Maintain accountability for receiving and tracking IT equipment through the Defense Property Accountability System (DPAS)
- Maintain equipment inventory controls and policies
- Coordinate with EUD senior technicians, leads, managers and IT support teams to resolve customer incidents/problems, fulfill service requests
- Use Remedy and ServiceNow to work and track customer service requests and trouble incident tickets
- Utilize ITIL best practices to enhance and optimize the services provided to customers
- Ability to multi-task and work under pressure and meet short timelines
- Complete training and utilize required tools to accomplish job functions
- Meet customer requirements for Service Desk performance
- Work Special Projects as assigned