Onsite Help Desk Analyst

Converged Security Solutions (CSS) is a customer-centric holding company managing the growth of IT transformation, cybersecurity, and physical security brands. Through its principal holdings, Evolver and eVigilant, CSS is committed to creating value for its clients through IT, cybersecurity, and physical security services and solutions. Founded in 2018, CSS is a privately held company headquartered in Reston, VA. A Mission-oriented Team Committed to Making an Impact Our employees are key to our success as we execute our customers' missions and continue our path of strategic growth. At Evolver, we provide an exciting and engaging work environment that allows for many opportunities for professional development and career growth, embraces work life balance, and gives back to the community. As a leader in the mid-tier space, we have a culture that rewards innovation, encourages idea sharing, and believes in a team environment.

***This is a Part Time Position onsite in our Reston, VA Office***

The Helpdesk Technician will provide Part Time day-to-day support to our users. This position will be responsible for providing exceptional, high-touch customer support, helping to maintain documentation related to support needs, and doing whatever it takes to help our customers minimize technology-related disruptions to their work. Duties include:

• Provide workstation/laptop, printer, tablet, phone, and audio/visual support.
• Provision new users and new equipment
• Provide technical onsite and remote support to our users.
• Systematically resolve end user technology-related issues
• Manage and resolve workstation/laptop security issues i.e. virus, spam, etc.
• Maintain knowledgebase documentation and processes as appropriate.
• Maintain conference and collaboration spaces in the office.
• Provide Professional Customer Service.
• Utilize trouble ticketing software for opening/updating/closing tickets in a timely efficient manner.
• Prepare progress/status reports and submit to team lead as required.
• Ability to document issues/problems/resolutions.
• Experience with asset management and tracking of IT equipment.
• Work closely with System engineers to resolve issues.
• Be available for rotating on-call schedule.
• A self-starter with energy, enthusiasm, and a desire to learn and grow in the field of IT.

Basic Qualifications:

• Associates degree or in process of completing degree with graduation in 2024 or 5 years of IT support experience.
• 2 years of customer service experience.

Preferred Qualifications:

• 5 years of IT support experience.
• 5 years of experience doing user support of M365 and Microsoft Windows devices.
• 5 years of customer service experience.
• Ability to multi-task and effectively use time management skills.
• 2 years of experience with call tracking software.
• HDI Certification.

Converged Security Solutions (CSS) is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.