Device Refresh Technician

Device Refresh Technician

Overview

Evolver Federal is seeking a Device Refresh Technician in Washington, DC that has a broad knowledge of IT Technician and Asset & Inventory functions with strong customer service skills and a service desk background.

This role is onsite in Washington, DC Monday through Friday 8 hours each day flexible during operation hours of 8am - 5pm.

Responsibilities

The job functions will be performed on-site for laptop, printer refresh and IT support. It is desirable for the Technician to have basic knowledge of IT equipment (including printers, PCs, iOS devices) and common software programs (Microsoft Office - Outlook, Word, Excel), and be able to work with a trouble-ticketing system (Microsoft Support Center Service Manager or Remedy).

• The technician will deploy and collect machines from office locations across the campus. Deployments can include a full seat with docking station, monitor, printers and accessories.
• Imaging and provisioning laptops, network printers for issuance.
• Install applications to client's specifications and ensure the user has been placed in the correct OU.
• Ensure that the user can log in and troubleshoot any issues that may come up.
• Rely on instructions and established guidelines to perform the functions of the job.
• Support activities relating to the life-cycle management of IT assets, including the maintenance and management of centralized inventory control, in-processing of new IT orders/equipment, verifying acceptance of delivery, comparing packing slips and purchase orders, assessing equipment for damage, and notifying the customer of any discrepancy.
• Perform demand analysis and definition of adequate stock levels and PAR levels to improve responsiveness to customer needs
• Assist with moving refresh related material from the receiving area into storage locations or to end-user locations.
• Follows asset management procedures and utilizes help desk trouble-ticketing tools (Microsoft Support Center Service Manager).
• Performs refresh and it related duties during normal operating hours
• Complies with and refine Federal Government Standard Operating Procedures (SOPs) for Inventory and Asset Management.
• Answers e-mail requests and responds to moderately complex customer inquiries to ensure customer needs are met.
• Assists the customer in resolving routine IT problems by providing guidance regarding hardware problems. Resolves and/or escalates technical problems to the Systems Engineering Group, as appropriate.
• Performs IT installations, configurations and troubleshoots computer hardware and software in accordance with IT Services standards.
• Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe and quality levels.
• Interpersonal skills for interacting with clients and other team members.
• Attention to detail and organization skills is necessary.

Basic Qualifications

• Six months experience Logs and tracks inquiries using a problem management (Microsoft Support Center Service Manager) database and maintains history records and related problem documentation.
• Six months of technical or customer support experience.
• Six months of device deployment in an enterprise environment.
• Six months of experience technical troubleshooting of Microsoft Windows 7, 10, 365 and Apple iOS devices (iPhone, iPad, iMac).
• Six months of experience working in a Tier1/2 Help Desk environment and able to escalate to Tier 3 Systems Engineering Group.
• Able to lift boxes above their head up to and including moving boxes with weights of 50 pounds.
• Associate's Degree and 5 years of overall work experience or a Bachelor's Degree and 3 years of overall work experience

Preferred Qualifications

• Three years of experience Logs and tracks inquiries using a problem management (Microsoft Support Center Service Manager) database and maintains history records and related problem documentation.
• Three years of technical or customer support experience.
• Three years of device deployment in an enterprise environment.
• Two years of experience technical troubleshooting of Microsoft Windows 7, 10, 365 and Apple iOS devices (iPhone, iPad, iMac).
• Three years of experience working in a Tier1/2 Help Desk environment and able to escalate to Tier 3 Systems Engineering Group

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.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.