Evolver, Inc.

  • Tier 2 Desk-Side Support Analyst-Alameda, CA

    Job Location US-CA-Alameda
    Posted Date 3 weeks ago(6/28/2018 6:01 PM)
    Job ID
    2018-2655
    # 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, Inc. has an opportunity for a Tier 2 Desk-side Support Analyst supporting our Federal Civilian Agency customer on their site located in Alameda, California.

     

    ***The ability to obtain/maintain an agency (Public Trust) clearance is required.

     

    ***CompTIA A+ (Remote Support or IT Technician Designation) is required at TIME OF HIRE.

     

     

     

    Essential Job Duties and Responsibilities

    Must be able to work collaboratively with excellent verbal and written communication skills among diverse teams. The position involves meeting service levels and reporting requirements, proactively managing and maintaining a broad range of technology, and providing capacity management to support business growth.

     

     

    Work hours are standard business hours  Monday – Friday, with additional hours on call.

     

    • Providing the full range of technical support, project management, and call center management services necessary to manage and maintain a multi-tier IT helpdesk call center to support Intel-based systems running Microsoft Windows XP , Windows 7, Apple OS X/iOS, mobile technologies and any future upgrades to these operating systems or hardware products for FDA office locations worldwide.
    • Providing support for account management and peripheral devices such as (but not limited to) printers, copiers, scanners, fax machines, BlackBerries, iPhones, IPads, cameras, headsets, flash drives, barcode readers, and card readers (PIV).
    •  Assisting with assessments and user acceptance testing of new or updated technologies that impact the FDA user community (and thus the T1 and T2 services provided) such as new software or upgrades (e.g. Internet Explorer, JABRA, MS Office, OS upgrade, etc.) and new hardware models (e.g. tablets). Proactively reviewing existing or suggesting new training or other material to be made available to users that would help increase self-help and lower IT Help Desk Services needed by users.

     

    Minimum Qualifications and Requirements

    In order to be successful in this job, we expect you to have the following skills and experience:

     

    • Bachelor’s Degree required.  Will consider years of experience and/or certifications in lieu of Degree.
    • Highly energetic, motivated, self-starter work within a small team environment. 
    • At least 2 years of experience as a Desktop Support Technician, in a multi-user environment supporting desktop hardware and/or software configurations.
    • Extensive knowledge of internal components and troubleshooting procedures for laptops and desktop CPUs, processors, video components, printer components and Blackberry or other PDAs.
    • Customer service skills and ability to communicate effectively to multiple individuals and difficult customers in a professional manner.
    • Support of Windows PCs with Microsoft XP & WIN 7 operating system is required.
    • Support of Mac computers running Apple OS X/iOS is required.
    • Ability to manage and prioritize multiple tasks and exhibit attention to detail
    • Strong conceptual understanding and wide application of technical principles, theories and concepts in the field of system administration along with general knowledge of other IT related disciplines.
    • Must be a team player and able to lift at least 50 pounds.
    • LAN and Network experience is also required.
    • Job may require occasional travel once to twice a year.

     

    Technical Requirements (required and desired)

    • At least 1-2 years of software support experience as a Server/Desktop Support/Network Technician in a multi-user environment.
    • Ability to image laptops/ desktops for Win XP and Win 7 platform is a must.
    • Experience with Windows Server 2003/2008, Windows XP and 7 OS’s, MS Office; 2010 suite of tools, Active Directory, remote desktop management tools is required.
    • Bachelor Degree preferred.
    • Advanced hardware/software technical support experience consisting of installation, setup/configuration, trouble-shooting, diagnostics, maintenance and repair of PCs, printers and peripherals.
    • Experience providing advanced technical and configuration support for microcomputer hardware, networks, and account administration. 
    • Experience with trouble-shooting and supporting operating systems (i.e. Windows 7/Office 2010 and mainstream /Commercial-Off-The-Shelf (COTS) as well as demonstrate troubleshooting skills for proprietary hardware/software.
    • Experience with Virtual Private Network (VPN) access; using Remote Service Access (RSA) tokens, AnyConnect and Cisco secure VPN dial-up
    • Install, connect, configure, upgrade, troubleshoot, diagnose, and repair hardware and software for desktops, laptops, mobile devices (e.g., blackberries), and peripherals (e.g., printers, scanners, etc.) to include imaging/reimaging PC or Macs for Break/Fix issues and loaner laptops.
    • Hardware upgrades include adding memory, storage devices, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes operating systems, application software, utility software.
    • Use of remote assistance to assist customers in issue resolution.
    • Deployment of new computers for the customer. Management of loaner laptops,
    • Patch multi-functional devices (e.g. a device which performs multiple functions such as copies, scans, and prints) and use eCopy Multifunctional Embedded Application Platform (MEAP) to patch Cannon devices.
    • Backup original storage device in order to restore the original system if necessary, prior to performing a storage device upgrade, replacement or re-image.
    • Install and configure application software, utilities, device drivers, and operating systems.
    • Relocate computers and peripheral equipment as required to service a customer request. For example, moving users PC to another location to perform service and return to user upon resolution.
    • Patch PCs, mobile devices, and Blackberries that missed automated patching support to update to the desired patch and diagnosis and fix why it didn’t get the patch.

    Training and Certifications (required and desired)

    • CompTIA A+ (Remote Support or IT Technician Designation) is required at time of hire; Microsoft Office Specialist (Access, Excel, PowerPoint, Outlook, and Word) within 30 days of hire.

     

    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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