Evoke Consulting is a Federal Management Consulting firm specializing in strategic business and technology services areas across the federal market. We provide solutions to agencies and entities including Veterans Affairs, Department of Energy, Department of Agriculture, Department of Defense, and more. We defy the standard employee experience in government contracting with a commitment to providing a wide range of opportunities for our employees to grow professionally and socially by investing more than our competition in training our team and rewarding high performance. Evokers are hard-working, team-oriented, and come from diverse backgrounds and experience levels. We value our employees' ideas and act on suggestions for change and development as a firm.

Evoke is seeking a Help Desk Tier 2 Lead to join our team!

Responsibilities:

• Perform initial analysis of network issues, resolving/escalating as needed.
• Serve as the Primary escalation point of contact on the Desktop Support team for complex issues.
• Provide tier 2 hardware/desktop technical assistance, support, and analyses for incoming requests through ServiceNow Ticketing System either remotely, via the phone and/or in-person; triage, resolve/follow-up with clear documentation of progress.
• Provide outstanding customer service, resolving technical and non-technical issues via phone, email, and other communication channels.
• Offer Tier 2 support for desktop hardware/software issues, aiding Level I staff in problem resolution.
• Maintain PC, workstation, laptop, and tablet system configurations.
• Maintain and configure desktop management tools, manage software updates, patches, and IT asset management.
• Deploy and configure client equipment for essential business functions, including file sharing, printing, and email services.
• Document common issues, causes, and solutions, as well as policies & procedures; create user and web-based guides as well as FAQs.
• Set up, maintain, diagnose, and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.
• Set up, maintain, diagnose, and troubleshoot problems with mobile devices including (but not limited to): Apple iPads & iPhones and Android-based devices.
• Create/test/deploy images for cloning of various hardware platforms using industry-common tools and utilities.
• Assist with creation and management of deployment of Golden Laptop images/refresh laptops and desktops, ensuring the safe backup and transfer of user data accordingly.
• Maintain the International Travel Process for issuing laptops and mobile devices for OCONUS travel.
• Identify training opportunities for Tier I and II staff and work with Training Support and Service Center Manager to implement.
• Create Batch and Power Shell Scripts to automate repeatable task work.
• Oversee installation/configuration/troubleshooting of various printers, scanners, MFD's and other devices.
• Build and maintain collaborative working relationships with Tier I and III teams to promote efficiency and process optimization.
• Identify current trends and common issues; suggest proactive solutions to potential issues.
• Perform other duties as assigned.

Professional Experience and Skills:

• Knowledge on the use and configuration of Microsoft Office for PC.
• Some knowledge of TCP/IP networking and related services (i.e., DNS, SMTP, DHCP, etc.) Active Directory user and group concepts, management, and administration.
• Experience supporting a variety of Wi-Fi enabled devices.
• Experience supporting A/V equipment is a plus, but not required.
• Experience creating/maintaining system images for Windows.
• Experience with full disk encryption software.
• Experience in automation and scripting: PowerShell, VBScript, batch, etc., a plus but not required.
• Strong working knowledge of ServiceNow.
• Knowledge on the use and configuration of Microsoft Office 365.
• Excellent communication skills (verbal + written), with the ability to clearly communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Must be able to identify and escalate situations requiring urgent attention.

Education and Years of Experience:

• High-School Diploma or GED required.
• Minimum 5-7 years of experience in setup, configuration, troubleshooting of desktop, notebook, mobile hardware, and software (Windows/iOS/Android).
• Certifications such as CCNA, CompTIA A+, CompTIA Network+ certification, or equivalent are preferred

Security Clearance

• 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

• Washington, DC (100% on-site)

Benefits Offered:

• This position is paid a base salary based on job family, experience and skill level.
• Health benefits include medical, prescription, dental, and vision plans.
• Company paid Life Insurance coverage, Short-term and Long-term Disability coverage.
• Health Savings Account or Flexible spending accounts.
• 401(k) with discretionary company match.
• Paid time off (PTO) program and eleven (11) paid holidays.
• Additional time off benefits include parental leave, bereavement leave, volunteer hours.
• And more

Evoke is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, citizenship, national origin, ancestry sexual oriented, gender identity, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any additional factors protected by local, state, or federal law.