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IT Service Center (Tier 1) Technician

Evoke Research and Consulting, LLC
United States, D.C., Washington
1800 G Street Northwest (Show on map)
Jun 12, 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)**
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