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)**

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IT Service Center (Tier 1) Technician