IT Service Center (Tier 1) Technician

Evoke Research and Consulting, LLC
United States, D.C., Washington
1800 G Street Northwest (Show on map)
Apr 15, 2025
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 Professional Experience and Skills: 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)