Evoke Consulting
Service Desk Analyst
6 days agoWhat's your preference?
Job Description
- Req#: 560000
- Serve as the initial point of contact for enterprise users seeking technical assistance through various channels (e.g., email, phone calls, walk-up window, Teams, etc.)
- Create, prioritize, manage, and resolve service center incidents and service requests in a timely and efficient manner, ensuring detailed, accurate documentation throughout the ticket lifecycle
- Provide technical support for hardware, software, and network-related issues
- Assist users with inquiries, diagnose problems, and offer solutions or escalate for support, following Service Center escalation workflows/documentation
- Resolve password resets and assist with user account management (i.e., distribution group edits, etc.), ensuring adherence to security protocols
- Utilize remote support tools to troubleshoot and resolve issues for off-site FCC staff, providing clear instructions and guidance
- Contribute to the maintenance and improvement of the Knowledge Base by creating and updating support articles, FAQs, and troubleshooting guides
- Deliver high-quality customer service by actively listening to users, empathizing with their concerns, and ensuring their technical needs are adequately met efficiently
- Regularly follow up with users to ensure incidents are resolved to their satisfaction; properly close resolved tickets with detailed resolutions and user feedback
- Perform trend analysis by identifying recurring issues and patterns to proactively address common problems and contribute to continuous service improvement
- REQUIRES Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- 1 to 3 years of Experience
- Relevant certifications such as CompTIA A+, HDI Support Center Analyst, or ITIL Foundation, preferred
- Proven experience in providing service desk support and technical assistance to end-users in a professional environment
- Familiarity with ITIL best practices and service management concepts
- Excellent communication skills, both verbal and written, with a strong customer service orientation
- Analytical mindset and problem-solving abilities to diagnose and resolve technical issues effectively
- Knowledge of common hardware, software, and network technologies in a corporate environment
- Requires a Public Trust
- 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 is required to be performed on-site in NE Washington, DC (near Union Station), five (5) days/week
- ** Occasional, pre-scheduled weekend work may be required to provide weekend coverage (remote/telework)**
- 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 seeking a Service Desk Analyst to join our team!
Responsibilities:
Education and Years of Experience:
Security Clearance:
Work Location:
Benefits Offered:
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.
About the company
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