Hardware Support Lead

Evoke Consulting is a Federal Management Consulting firm specializing in strategic business and technology services areas across the federal market. We provide solutions to agencies and entities including Veterans Affairs, Department of Energy, Department of Agriculture, Department of Defense, and more. We defy the standard employee experience in government contracting with a commitment to providing a wide range of opportunities for our employees to grow professionally and socially by investing more than our competition in training our team and rewarding high performance. Evokers are hard-working, team-oriented, and come from diverse backgrounds and experience levels. We value our employees' ideas and act on suggestions for change and development as a firm.

Evoke is seeking a Hardware Support Lead to join our team!

Responsibilities :

• Respond to hardware-related incidents and service requests promptly. Diagnose and resolve hardware issues for staff and end-users, ensuring minimal disruption to operations.
• Provide technical assistance and support for hardware devices, including desktops, laptops, printers, monitors, peripherals, and other related equipment.
• Offer remote assistance to staff and users, guiding them through issue resolution and providing clear instructions for problem-solving.
• Assist in the deployment, installation, configuration, and testing of new hardware equipment. Collaborate with other teams to ensure seamless upgrades and replacements of hardware components.
• Maintain accurate records of hardware-related incidents, service requests, and resolutions. Create and update knowledge base articles to facilitate efficient issue resolution and improve support processes.
• Deliver exceptional customer service by actively listening to users' needs, empathizing with their concerns, and working diligently to meet their expectations.
• Perform regular quality checks on hardware components and ensure compliance with established standards and guidelines.
• Work closely with and lead other members of the team, including Tier 2 and Tier 3 support analysts, to escalate and coordinate complex hardware issues when necessary.
• Identify opportunities for process improvement and propose innovative solutions to enhance hardware support efficiency and customer satisfaction.

Professional Experience and Skills :

Education and Years of Experience :

Security Clearance

Work Location

Benefits Offered :

Evoke is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, citizenship, national origin, ancestry sexual oriented, gender identity, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any additional factors protected by local, state, or federal law.