Evolver, Inc.

Technical Support Analyst-Lead

Job Location US-DC-Washington
Posted Date 4 weeks ago(1/23/2018 12:14 PM)
Job ID
# of Openings


Evolver is a technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. Established in 2000, Evolver has successfully grown to be a trusted technology leader. Evolver’s efforts and growth have been recognized by leading publications and organizations, including Inc. 5000 for five consecutive years, and most recently “Future 50” from SmartCEO. With a dedicated focus on client satisfaction, Evolver has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Evolver’s core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.


We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join Evolver, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company.


Evolver is seeking a Technical Support Analyst-LEAD in Washington, DC.



Essential Job Duties and Responsibilities

The Technical Support Analyst will:

  • Respond to Service Desk Request tickets (Tiers 1 and 2) via phone and email, ensuring completeness of tickets for each respective region;
  • Report all known service disruption, outages, and errors; and manage and track all tickets for outages and on-gong issues;
  • Handle all security badge PIV activation and PIN Reset Requests;
  • Provide access to storage (Shared Drives, One Drive);
  • Replace printer consumables as needed;
  • Manage User Profiles in Active Directory;
  • Update Global Address List Information (location, phone number, group membership);
  • Provide Break / Fix resolutions to all end-user devices (desktops, laptops, scanners, print devices, mobile devices, etc.);
  • Assist customers in attaining remote access via VPN;
  • Replace hardware/ software as necessary and handle RMA requests if under warranty;
  • Coordinate and provide workstation set-ups for customers;
  • Image and Patch Management: Assist in the development, testing, and maintenance of the gold Window images;
  • Assist in the configuration of mobile devices;
  • Ensure that all Office functional patches are up-to-date to support Office 365 applications;
  • Assist in establishing and maintaining IT service catalogue;
  • Assist in the asset management of all end-user devices and manage the stock level of spare equipment.

Minimum Qualifications and Requirements

  • At least 2 years of applicable experience providing Service Desk and End User Support functions;
  • Able to provide 24x7x365 VIP on-call service and travel to office to handle emergency or VIP issues after hours, weekends, or holidays;
  • Experience demonstrating self-motivation where work is managed through a centralized Service Center;
  • Excellent communication and customer relationship skills.



Training and Certifications (required and desired)

  • ITIL or HDI certification desired;
  • Experience with Ivanti ticketing system desired.

EOE Statement

At Evolver, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.


Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD&D and short term and long term disability insurance.



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