IT Service Center (Tier 1) Technician

Evoke Research and Consulting, LLC; Washington (District of Columbia); On-site; USD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Service Center - Tier 1 Technician, where you will be the first point of contact for enterprise users seeking technical assistance. This role involves managing service requests, providing Tier 1 support for various technical issues, and ensuring high-quality customer service. You will contribute to the improvement of the Knowledge Base and perform trend analysis to enhance service delivery. If you are passionate about technology and enjoy helping others, this is an exciting opportunity to grow your career in a dynamic environment.

Qualifications

• Bachelor's degree in IT or equivalent experience required.
• 1-3 years of experience in service desk support.

Responsibilities

• Serve as the initial contact for technical assistance across various channels.
• Create and manage service center incidents and requests efficiently.
• Provide Tier 1 technical support for hardware, software, and network issues.

Skills

Service Desk Support

Technical Assistance

Problem-Solving

Customer Service

Communication Skills

ITIL Best Practices

Education

Bachelor's degree in Information Technology

CompTIA A+

HDI Support Center Analyst

ITIL Foundation

Job description

Evoke is seeking a Service Center - Tier 1 Technician to join our team!

Responsibilities:

• Serve as the initial point of contact for enterprise users seeking technical assistance through various channels (e.g., email, phone calls, walk-up window, Teams, etc.)
• Create, prioritize, manage, and resolve service center incidents and service requests in a timely and efficient manner, ensuring detailed, accurate documentation throughout the ticket lifecycle
• Provide Tier 1 technical support for hardware, software, and network-related issues
• Assist users with inquiries, diagnose problems, and offer solutions or escalate for Tiers 2 - 3 support, following Service Center escalation workflows/documentation
• Resolve password resets and assist with user account management (i.e., distribution group edits, etc.), ensuring adherence to security protocols
• Utilize remote support tools to troubleshoot and resolve issues for off-site FCC staff, providing clear instructions and guidance
• Contribute to the maintenance and improvement of the Knowledge Base by creating and updating support articles, FAQs, and troubleshooting guides
• Deliver high-quality customer service by actively listening to users, empathizing with their concerns, and ensuring their technical needs are adequately met efficiently
• Regularly follow up with users to ensure incidents are resolved to their satisfaction; properly close resolved tickets with detailed resolutions and user feedback
• Perform trend analysis by identifying recurring issues and patterns to proactively address common problems and contribute to continuous service improvement

Education and Years of Experience:

• REQUIRES Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 1 to 3 years of Experience
• Relevant certifications such as CompTIA A+, HDI Support Center Analyst, or ITIL Foundation, preferred

Professional Experience and Skills:

• Proven experience in providing service desk support and technical assistance to end-users in a professional environment
• Familiarity with ITIL best practices and service management concepts
• Excellent communication skills, both verbal and written, with a strong customer service orientation
• Analytical mindset and problem-solving abilities to diagnose and resolve technical issues effectively
• Knowledge of common hardware, software, and network technologies in a corporate environment

Security Clearance:

• Requires a Public Trust
• Applicants selected must be eligible to work in the United States, be subject to a government security investigation, and meet eligibility requirements for access to protected information

Work Location:

• Work is required to be performed on-site in NE Washington, DC (near Union Station), five (5) days/week
• ** Occasional, pre-scheduled weekend work may be required to provide weekend coverage (remote/telework)**