Jobs via Dice ยท 2 days ago
Device Refresh Technician
Washington, DC
Full-time
Onsite
Entry Level
1+ years expEvolver is an information technology company focused on providing efficient IT solutions to Federal, Commercial, and Legal markets. They are seeking a Device Refresh Technician responsible for deploying and retrieving IT devices, imaging and provisioning equipment, and providing customer support for hardware-related issues.
Computer Software
Responsibilities
The technician will be responsible for deploying and retrieving devices across various office locations on campus. Deployments may include iPhones, iPads, laptops, MacBooks, Microsoft Surface Pros, as well as complete workstation setups with docking stations, desktops, thin clients, monitors, printers, and related accessories
Imaging and provisioning laptops, desktops, and 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 transporting refresh-related equipment from the receiving area to designated storage or end-user locations. Additionally, update the database to reflect the new location and status of the equipment
Follows asset management procedures and utilizes service desk trouble-ticketing tools (Microsoft Support Center Service Manager (SCSM))
Performs device refresh and related IT tasks during standard business hours. May occasionally required to support refresh activities for 2nd and 3rd-shift users outside of normal operating hours
Complies with and refine Federal Government Standard Operating Procedures (SOPs) for Inventory and Asset Management
Respond to e-mail requests and addresses moderately complex customer inquiries and effective resolution of customer needs
Provides guidance to customers in resolving routine IT issues, particularly hardware-related problems. Troubleshoots and resolves technical issues when possible and escalates complex problems to the Systems Engineering Group as needed
Performs IT installations, configurations and basic troubleshooting of computer hardware and software in compliance 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
Qualification
Required
Knowledge of IT Technician and Asset & Inventory functions
Strong customer service skills
Service desk background
Basic knowledge of IT equipment (including printers, PCs, iOS devices)
Knowledge of common software programs (Microsoft Office - Outlook, Word, Excel, Active Directory, JAMF, AirWatch/Workspace ONE, System Center Configuration Manager (SCCM))
Ability to work with a trouble-ticketing system (Microsoft Support Center Service Manager (SCSM), Service Desk Plus, Service Now, or Remedy)
One year experience 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 11, M365, and Apple iOS devices (iPhone, iPad, iMac)
One year of experience working in a Tier1/2 Service 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
Benefits
Health, dental and vision insurance
401(k)
Flexible spending account
Paid leave (including PTO and parental leave)
Company
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Funding
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