Job Details
Qualifications
- Analysis skills
- Customer service
- High school diploma or GED
- ITIL
- Microsoft Excel
- iOS
Job Description
Overview:
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; or
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.
Essential Job Duties and Responsibilities:
Triage incoming email messages and answer incoming phone calls.
Greet walk-in customers and respond to moderately complex customer inquiries to ensure customer needs are met.
Assist customers to resolve routine and/or complex technical problems by providing guidance regarding software and hardware problems. Resolve and/or escalate highly complex technical problems to the Tier 2 team.
Follow up with customers to ensure inquiries are resolved within the contracted or agreed upon time frame and quality levels.
Log and track incidents and requests using a problem management (Microsoft Support Center Service Manager) database and maintain history records and related problem documentation.
Identify, evaluate, and prioritize customer problems and requests to ensure that inquiries are successfully resolved.
Contribute to help desk knowledge base or FAQs to document ways to resolve recurring issues.
May provide leadership and work guidance to less experienced personnel.
May move material from the receiving area into storage locations or to customer locations.
Minimum Qualifications and Requirements:
Basic Qualifications
High School Diploma or G.E.D + One year of work experience
Two or more years of technical training
Two or more years of technical or customer support experience
One Year of experience working with mobile iPhone/iPad devices (including usage and configuration), some basic troubleshooting of software (Microsoft Office – Outlook, Word, Excel), and working within a ticketing system
Two or more years of experience with solving computer-related problems on desktops, laptops, iPhones and iPads
2 Years of Experience working in a Tier1/2 Help Desk environment and able to escalate to Tier3 Systems Engineering Group
Must be a U.S. Citizen and able to pass a Government Public Trust Investigation
Preferred Qualifications
Interpersonal skills for interacting with clients and other team members
Strong communications skills
Organization skills to balance and prioritize work
Analytical and problem solving skills
Leadership skills to mentor and provide guidance to less experienced personnel
Ability to work in a team environment
Certified Information Technology Infrastructure Library (ITIL) V3 Foundations or extensive knowledge desired
Familiarity with technical troubleshooting of Microsoft Windows 10 and 11; and Apple iOS devices (iPhone, iPAD, iMAC)
Desired Certifications: A+, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Systems Engineer for Windows (MCSE), Dell Certified Enterprise Engineer (DCEE)
Two or more years of experience with solving computer-related problems on desktops, laptops, iPhones and iPads
2 Years of Experience working in a Tier1/2 Help Desk environment and able to escalate to Tier3 Systems Engineering Group
EOE Statement:
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.