Tier 1 Service Desk Technician

3 weeks ago

Washington, United States Evolver Federal Full time
Job DescriptionJob Description

Tier 1 Service Desk Technician / Front Desk Analyst


Evolver is seeking a Help Desk Specialist that has strong customer service skills with a service desk/technical background. The primary job function will include either:

  • Providing Front Desk support for walk-in customers for a government customer in Washington, DC. The Specialist will provide troubleshooting and set-up of mobile iPhone/iPad devices, some basic troubleshooting of software (Microsoft Office - Outlook, Word, Excel), and working within a ticketing system (Microsoft Support Center Service Manager). In addition, the Specialist will perform various administrative tasks associated with implementation of a new mobile iPhone; and laptop deployments
  • Triage email messages and answer incoming phone calls, create tickets for each case, apply known fixes or transfer tickets after documenting all related information need by the recipient team.

Responsibilities

Front-Desk Support:

  • Greet and assist walk-in customers, addressing their questions and needs with a friendly and professional demeanor.
  • Provide basic troubleshooting and setup for mobile iPhone/iPad and laptop devices.
  • Assist with software issues related to Microsoft Office (Outlook, Word, Excel).
  • Manage administrative tasks associated with mobile device and laptop deployments.

Technical Support:

  • Triage and respond to incoming phone calls and emails.
  • Create detailed tickets within the ticketing system (Microsoft Support Center Service Manager) for each case.
  • Utilize your problem-solving skills to resolve routine technical problems related to software and hardware.
    • Perform basic troubleshooting for network connectivity issues (wired and wireless).
    • Reset passwords and manage user accounts.
    • Troubleshoot common printer and scanner issues.
    • Identify and resolve basic software installation issues.
  • Escalate complex issues to the Tier 2 support team, ensuring smooth handoff.
  • Follow up with customers to ensure their inquiries are addressed promptly and effectively.
  • Documentation and Knowledge Base:
  • Maintain accurate records within the problem management database (Microsoft Support Center Service Manager).
  • Analyze, prioritize, and troubleshoot customer problems to identify and document solutions.
  • Contribute to the development and maintenance of the help desk knowledge base to empower faster issue resolution.

Basic Qualifications

  • High School Diploma or G.E.D.
  • Minimum one year of customer service or technical support experience.
  • Proven ability to troubleshoot and resolve basic technical issues on desktops, laptops, iPhones, and iPads.
  • Experience working with mobile devices (iPhone/iPad) including usage, configuration, and basic troubleshooting.
  • Familiarity with Microsoft Office Suite (Outlook, Word, Excel) is a plus.
  • Experience working within a ticketing system (e.g., Microsoft Support Center Service Manager) is preferred.
  • U.S. Citizenship and ability to pass a Capitol Police Investigation is mandatory.

Preferred Qualifications

  • Two or more years of experience in a Tier 1/2 help desk environment
  • Experience troubleshooting Microsoft Windows 10/11 and Apple iOS devices.
  • Industry certifications such as A+, MCDST, MCSE, or DCEE are a plus.
  • Certification in Information Technology Infrastructure Library (ITIL) v4 Foundations or equivalent knowledge is a plus
  • We are seeking a candidate who possesses the following:
    • Excellent interpersonal and communication skills.
    • Strong organizational skills with the ability to manage and prioritize multiple tasks.
    • Analytical and problem-solving skills to identify and troubleshoot technical issues.
    • Ability to work independently and as part of a team.
    • A desire to learn and grow within the IT field.

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal 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.



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