Device Refresh Technician

Evolver, a Converged Security Solutions company, is an information technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. With a dedicated focus on client satisfaction, CSS has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Our core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.

We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join our team, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company every day.

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

Monday through Friday 8 hours each day flexible during operation hours of 7am - 5pm.

Responsibilities

The job functions will be performed on-site for laptop, desktop, thin client, MacBook, iMac, iPhone, iPad, printer refreshes 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, Active Directory, JAMF, AirWatch/Workspace ONE, System Center Configuration Manager (SCCM)) and be able to work with a trouble-ticketing system (Microsoft Support Center Service Manager (SCSM), Service Desk Plus, Service Now, or Remedy).

• The technician will be responsible for deploying and retrieving devices across various office locations on campus. Deployments may include iPhones, iPads, laptops, MacBooks, Microsoft Surface Pros, as well as complete workstation setups with docking stations, desktops, thin clients, monitors, printers, and related accessories.
• Imaging and provisioning laptops, desktops, and 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 transporting refresh-related equipment from the receiving area to designated storage or end-user locations. Additionally, update the database to reflect the new location and status of the equipment.
• Follows asset management procedures and utilizes service desk trouble-ticketing tools (Microsoft Support Center Service Manager (SCSM)).
• Performs device refresh and related IT tasks during standard business hours. May occasionally required to support refresh activities for 2nd and 3rd-shift users outside of normal operating hours.
• Complies with and refine Federal Government Standard Operating Procedures (SOPs) for Inventory and Asset Management.
• Respond to e-mail requests and addresses moderately complex customer inquiries and effective resolution of customer needs.
• Provides guidance to customers in resolving routine IT issues, particularly hardware-related problems. Troubleshoots and resolves technical issues when possible and escalates complex problems to the Systems Engineering Group as needed.
• Performs IT installations, configurations and basic troubleshooting of computer hardware and software in compliance 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

• One year experience Logs and tracks inquiries using a problem management (Microsoft Support Center Service Manager) database and maintains history records and related problem documentation.
• One year of technical or customer support experience.
• One year of device deployment in an enterprise environment.
• One year of experience technical troubleshooting of Microsoft Windows 11, M365, and Apple iOS devices (iPhone, iPad, iMac).
• One year of experience working in a Tier1/2 Service 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.

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.