Evolver, Inc. Help Desk Analyst in Washington, District Of Columbia
Evolver is a 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. Established in 2000, Evolver has successfully grown to be a trusted technology leader. Evolver’s efforts and growth have been recognized by leading publications and organizations, including Inc. 5000 for five consecutive years, and most recently “Future 50” from SmartCEO. With a dedicated focus on client satisfaction, Evolver has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Evolver’s 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 Evolver, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company.
Evolver is seeking a Help Desk Analyst to work in Washington, D.C.
Provide Tier I (Phone) and II (Deskside) operations support to over 2,500 users in Government agency.
Provide customer-focused service and technical support via call-center and desk-side resolution of standard and non-standard computers, tablets, smartphones, software, peripherals, printers and network connectivity problems and user account administration and support.
Provide technical support related to deployment and troubleshooting of baseline OS and application software via SCCM, printers via WebJetAdmin and Print Server Manager, iOS devices via JAMF MDM, and accounts via ActiveDirectory, and various forms of remote desktop utilities.
Provide support role of Incident and Service Request Manager, responsible for full lifecycle (from triage, escalation to resolution) and for continual service improvements that align with and continually improve upon ITIL processes.
Work closely with the Management Team to promote a positive work environment and achieve the group goals.
Interact and collaborate with all levels of staff to include active participation and involvement as part of the contract and client management teams.
Interface with Project Managers, Data Center Operations Managers and Change Management teams to provide operational support readiness of impacting changes to the organization.
3-5 years related experience working on a help desk, preferably experience with ticketing systems (HEAT, Remedy, ServiceNow and/or MS Service Manager)
Excellent written and verbal communications skills and demonstrated ability to present material effectively to all levels of management.
Strong knowledge supporting and troubleshooting Microsoft Suite of Products – including Outlook/Exchange, Office, and Active Directory (AD).
Intensive and progressive experience supporting a large customer service user base utilizing quality control procedures and ITIL best practices based on a proven quality assurance (QA) program and top level QA corporate commitment.
Experience with enterprise monitoring tools, such as Microsoft Operations Manager (SCOM) and CiscoWorks.
Desktop, Laptop, tablet and smart device hardware troubleshooting and maintenance.
Familiarity with technical troubleshooting of Microsoft Windows 7 and Apple IOS devices (iPhone, iPAD) and OSx (Mac) devices.
Certified as a Help Desk Manager or Help Desk Director, e.g., HDI Support Center Manager, HDI Support Center Director preferred.
Certified Information Technology Infrastructure Library (ITIL) V3 Foundations or extensive knowledge preferred.
At Evolver, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.
Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD&D and short term and long term disability insurance.
Full Name: First Last: Robert Bell
External Company URL: www.evolverinc.com