Evolver, Inc.

Help Desk Specialist (Forward Desk)

Job Location US-DC-Washington
Posted Date 6 days ago(3/14/2018 12:18 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 Front HelpDesk Specialist to work in Washington, D.C.


Essential Job Duties and Responsibilities

Evolver is seeking a Help Desk Specialist that has strong customer service skills with a service desk/technical background. The primary job function will include providing Front Desk support for walk-in customers for a Government customer in Washington, DC.  The Specialist will provide troubleshooting and set-up of mobile iPhone/iPad devices, some basic troubleshooting of software (Microsoft Office – Outlook, Word, Excel), and working within a ticketing system (Cireson).  In addition, the Specialist will perform various administrative tasks associated with implementation of a new mobile iPhone.



  • Greets walk-in customers and responds to moderately complex customer inquiries to ensure customer needs are met.
  • Assists the customer in resolving routine and/or complex technical problems by providing guidance regarding software and hardware problems. Resolves and/or escalates highly complex technical problems to the Tier 3 Systems Engineering Group, as appropriate.
  • Provides onsite support for delivering and installation of non-serialized inventory items such as iOS, desktop and printer consumables.
  • Performs inventory control tasks via mobile app . or computer console to ensure stock levels accuracy
  • Performs IT installations, configurations and troubleshoots computer hardware and software in accordance with IT Services standards.
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame and quality levels.
  • Logs and tracks inquiries using a problem/service management (Cireson) database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and requests to ensure that inquiries are successfully resolved.
  • Contributes to help desk knowledgebase or FAQ to document ways to resolve recurring issues.
  • May provide leadership and work guidance to less experienced personnel.
  • May move material from the receiving area into storage locations or to customer locations.

Minimum Qualifications and Requirements



  • High School Diploma or G.E.D
  • Two or more years of technical training
  • Two or more years of technical or customer support experience


Other Qualifications:


  • Interpersonal skills for interacting with clients and other team members
  • Strong communications skills
  • Organization skills to balance and prioritize work
  • Analytical and problem solving skills
  • Leadership skills to mentor and provide guidance to less experienced personnel
  • Ability to work in a team environment

Technical Requirements (required and desired)

Technical Requirements:


  • Experience working with mobile iPhone/iPad devices (including usage and configuration), some basic troubleshooting of software (Microsoft Office – Outlook, Word, Excel), and working within a ticketing system
  • Experience with solving computer-related problems on desktops, laptops, iPhones and iPads
  • Experience working in a Tier1/2 Help Desk environment and able to escalate to Tier3 Systems Engineering Group

Training and Certifications (required and desired)

Training and Certifications:  

  • Certified Information Technology Infrastructure Library (ITIL) V3 Foundations or extensive knowledge desired
  • Familiarity with technical troubleshooting of Microsoft Windows 7 & 10 and Apple IOS devices (iPhone, iPAD, iMAC)
  • Desired Certifications: A+, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Systems Engineer for Windows (MCSE), Dell Certified Enterprise Engineer (DCEE)

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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