What are the responsibilities and job description for the Device Refresh Technician position at Evolver, LLC?
Evolver Federal 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, 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
- One year experience with 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 10, M365, and Apple iOS devices (iPhone, iPad, iMac).
- One year 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.
Preferred Qualifications
- Two 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.
- Two years of technical or customer support experience.
- Two years of device deployment in an enterprise environment.
- Two years of experience technical troubleshooting of Microsoft Windows 10, M365, and Apple iOS devices (iPhone, iPad, iMac).
- Two years of experience working in a Tier1/2 Help Desk environment and able to escalate to Tier 3 Systems Engineering Group.
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.