What are the responsibilities and job description for the IT Service Center (Tier 1) Technician position at Evoke Research And Cons?
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
- 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)**
