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Solutions By Design II, LLC (now Evolver Federal) · 14 hours ago

Device Refresh Technician

Washington,DC,US

Full-time

Onsite

Entry Level

$45K/yr - $50K/yr

1+ years exp

Evolver Federal is a Converged Security Solutions company specializing in information technology services for various markets. They are seeking a Device Refresh Technician who will be responsible for deploying and retrieving IT devices, imaging and provisioning equipment, and supporting asset management activities.

ConsultingCRMCyber SecurityInformation TechnologyInfrastructureRoboticsSoftware

Responsibilities

The job functions will be performed on-site for laptop, desktop, thin client, MacBook, iMac, iPhone, iPad, printer refreshes and IT support

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

Technical troubleshootingDevice deploymentService desk experienceMicrosoft Windows 11Apple iOS devicesCustomer service skillsTrouble-ticketing systemsAttention to detailInterpersonal skillsOrganization skills

Required

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