Senior Systems Administrator / Task Lead

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 .

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of . Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

As the  Senior Systems Administrator / Task Lead (NGSB) , you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract. You will lead a small team of qualified professionals and interact daily with the OMC IT Support Team and the OMC customer to ensure productivity and resolve IT issues that the end-users may have with existing servers, desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementation of key OMC IT initiatives anticipated during this effort. Although this position resides in Naval Station Guantanamo Bay (NSGB), there may be a requirement to travel to the National Capital Region (NCR) occasionally. 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 :

Team Leadership & Service Management :

• Lead and manage a team of IT Support Technicians at NSGB, providing technical support to OMC system users.
• Create and manage work schedules, track daily attendance.
• Develop and implement initiatives to improve daily operations of the OMC Service Center.
• Develop performance measurements (goals / metrics / reports) utilizing the service desk platform. Provide feedback to team members on customer service, communication, and technical skills to enhance support quality.
• Implement and maintain an enterprise knowledge base, leveraging knowledge management best practices.
• Assess staff performance, conduct reviews, and contribute to personnel changes.
• Facilitate professional and technical development opportunities for the team.
• Utilize ITIL best practices to enhance and optimize services provided to end users.

Systems Administration & Infrastructure Support :

Data Management & Security :

Project & Implementation :

Issue Resolution & Escalation :

Qualifications

Requirements :

Education and Experience :

Physical Requirements :

This position requires the ability to perform the below essential functions :