Tier 1 Lead Help Desk Technician

Evolver, a Converged Security Solutions company, is an information technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. With a dedicated focus on client satisfaction, CSS has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Our core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.

We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join our team, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company every day.

Evolver is seeking a Tier 1 Lead HelpDesk Technician to support work in Washington, D.C.

Must have the ability to work 8-hour shift during AOC Business hours 5:00 a.m. to 9:00 p.m. (ET) Monday-Friday.  This position may allow for some remote work after a specified training period. An approved home office location would require a dedicated space and a quiet area that is subject to supervisor approval.  Telework privileges, if granted, can be revoked, if productivity, quality or concerns arise.

• The Tier 1 Lead provides oversight to the Tier 1 team, be the direct POC assisting and guiding the team on handling tickets.
• Ability to work with the Tier 1 team to provide training, coaching, develop knowledge base articles and assist with continuous improvements.
• Provide technical assistance and support for incoming queries. Follow prescribed agency adoption of Information Technology Infrastructure Library (ITIL) standards for Tier-1 support of end-users, specialty systems and software.
• Provide support a Tier 1 remote support technician intake service and Incident request, troubleshooting desktop application, printers, iPad/iPhones.
• Respond to customer support incident tickets including from email messages seeking help. Ask probing questions to determine the nature of the problem and walk the customer through problem-solving processes. Follow up with customers to ensure incidents and requests have been resolved and seek feedback.
• Analyze, troubleshoot and/or resolve hardware/software interface and interoperability problems in support of Tier-1 support issues.
• Install, modify, and repair computer software.
• Ability to work with users who have limited technical knowledge, instruct users, work in a fast-paced, dynamic environment, interface with all levels of management, work well independently or in a team setting.
• Interacting and delivering excellent customer service with quick resolution to end-users/customers over the phone, e-mail, or via MS Teams.
• Creating Help Desk tickets from incoming phone calls, triaging the Help Desk mailbox, and assigning orphaned tickets created within Service Manager ticketing system; providing basic Help Desk phone and remote access technical support to all levels of end users.
• Identify/notify/escalating Help Desk management for potential agency wide problems.
• Gathering information from the end-user or their devices and documenting such details into the ticket, so that the issue can be efficiently escalated to higher tier analysts or engineers for further research and resolution.

Basic Qualifications: 

• High School Diploma or G.E.D
• 3 years of experience in a Customer Service role
• 3 years of technical or customer support experience
• 2 years of experience with Windows 10, MS Office support skills, knowledge of Apple hardware and software and a Help Desk ticketing system (ex. Remedy, ServiceNow, or Service Manager) d
• 2 years of experience analyzing and diagnosing technical issues and applying basic troubleshooting techniques to achieve first call resolution
• US Citizen, must be able to pass a US Capitol Police Background Investigation

Preferred Qualifications: 

• Associates, BA or Technical Degree
• 5 years of experience in a Customer Service role
• 5 years of technical or customer support experience
• 5 years of experience with Microsoft Windows OS 10 & 11, 365 Cloud services /Office 365, Active Directory, Azure, SSCM Microsoft Teams, Service Manager Console, MS Product- Word, Excel, Outlook, Project
• Citrix, 2-Step Verification, Adobe, Ring Central, JAMF, and Cisco AnyConnect
• CompTIA certifications (A+, Net+, etc.), Apple certifications, Microsoft MTA, MSCA, MCSE, ITIL, HDI
• Experience working with network printers and home internet connections.
• Excellent customer service skills, including verbal and written communication, empathy, patience, status tracking and update, remote/after-hours support.
• Organizational and Collaborative skills
• Ability to multi-task and prioritize. Ability to work under time constraints and adapt to changes in requirements and new projects.
• Knowledge of Cireson.

Evolver 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.