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IT Support Specialist I

2 months ago

Reston, Virginia, United States Evolver Federal Full time
Position Overview

Evolver Federal is seeking an IT Support Specialist I to enhance their team, providing exceptional service to clients.

Key Responsibilities:

  • Serve as the initial contact for users reaching out to the IT support division.
  • Document all interactions and technical details meticulously within the ServiceNow ticketing platform.
  • Deliver assistance via chat, phone, email, and web channels utilizing various communication tools.
  • Assess incoming inquiries to identify support requirements and escalate issues as needed.
  • Educate users on systems, applications, and emerging technologies.
  • Contribute to the evaluation and recommendation of solutions for hardware and software challenges.
  • Adhere to established scripts, standard operating procedures, and guidelines to ensure effective support.

Essential Qualifications:

  • Bachelor's degree or higher in computer science, information technology, or a related discipline, or a minimum of 10 years of experience in IT support roles.
  • HDI Support Center Analyst Certification must be obtained within six months of employment.
  • Ability to successfully complete a government background check.
  • Must be a US Citizen or permanent resident.
  • A minimum of 5 years of experience in a diverse IT support environment.
  • At least 2 years of experience with Microsoft Office 365 applications.

Desirable Qualifications:

  • 5 years of experience in a federal government IT service delivery setting.
  • Detail-oriented, organized, and focused on customer service.
  • Strong problem-solving abilities in an IT help desk context.
  • Familiarity with various applications and tools, including Microsoft Office 365, Adobe, Citrix, ServiceNow, VDI systems, and VPNs.
  • Excellent written and verbal communication skills.
  • Experience with NIH is advantageous.
  • ITIL4 Certification is a plus.

Evolver Federal is committed to equal opportunity employment, ensuring a diverse and inclusive workplace.

Job Posted by ApplicantPro