Evolver, Inc.

Service Desk Specialist

Job Location US-DC-Washington
Posted Date 4 weeks ago(1/23/2018 12:14 PM)
Job ID
2018-2539
# of Openings
1

Overview

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 Service Desk Specialist in Washington, DC.

 

 

Essential Job Duties and Responsibilities

 

Evolver is seeking to fill multiple positions for Service Desk Specialists.  As a trusted Service Desk Specialist, you will be stationed and provide customer support for government customer personnel at the client Headquarters in Washington, DC and call support to eight  regional office site locations across the United States.

 

Essential Job Duties and Responsibilities:

  • Track and respond to Service Desk Request tickets (Tiers 1 and 2) via phone and email, ensuring completeness of tickets for each respective region.
  • Assist and coordinate in the incident management process to include identifying, researching, and resolving technical problems.
  • Resolve, track, and monitor incidents to ensure a timely resolution.
  • Perform root cause analysis for ongoing issues in order to eliminate, or reduce the frequency, of the same.
  • Maintaining the integrity of the source tables in the Ticketing Service Manager database (Ivanti)

Minimum Qualifications and Requirements

  • At least 2 years of applicable experience providing Service Desk and End User Support functions
  • Experience demonstrating self-motivation where work is managed through a centralized Service Center.
  • Ability to work collaboratively with other development and operations team members to provide timely issue resolution.
  • Excellent communication and customer relationship skills

 

Technical Requirements (required and desired)

  • ITIL or HDI certification and/or A+ Certification, preferred
  • Experience with Ivanti ticketing system, preferred

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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