Hardware Support Lead

Evoke Consulting is a Federal Management Consulting firm specializing in strategic business and technology services areas across the federal market. We provide solutions to agencies and entities including Veterans Affairs, Department of Energy, Department of Agriculture, Department of Defense, and more. We defy the standard employee experience in government contracting with a commitment to providing a wide range of opportunities for our employees to grow professionally and socially by investing more than our competition in training our team and rewarding high performance. Evokers are hard-working, team-oriented, and come from diverse backgrounds and experience levels. We value our employees’ ideas and act on suggestions for change and development as a firm.

Responsibilities:

• Respond to hardware-related incidents and service requests promptly. Diagnose and resolve hardware issues for staff and end-users, ensuring minimal disruption to operations.
• Provide technical assistance and support for hardware devices, including desktops, laptops, printers, monitors, peripherals, and other related equipment.
• Offer remote assistance to staff and users, guiding them through issue resolution and providing clear instructions for problem-solving.
• Assist in the deployment, installation, configuration, and testing of new hardware equipment. Collaborate with other teams to ensure seamless upgrades and replacements of hardware components.
• Maintain accurate records of hardware-related incidents, service requests, and resolutions. Create and update knowledge base articles to facilitate efficient issue resolution and improve support processes.
• Deliver exceptional customer service by actively listening to users' needs, empathizing with their concerns, and working diligently to meet their expectations.
• Perform regular quality checks on hardware components and ensure compliance with established standards and guidelines.
• Work closely with and lead other members of the team, including Tier 2 and Tier 3 support analysts, to escalate and coordinate complex hardware issues when necessary.
• Identify opportunities for process improvement and propose innovative solutions to enhance hardware support efficiency and customer satisfaction.

Professional Experience and Skills:

• Experience leading and managing technical support professionals
• Proven experience in providing hardware support and troubleshooting for desktops, laptops, peripherals, and other related devices.
• Familiarity with Windows and macOS operating systems.
• Excellent problem-solving skills and the ability to think analytically under pressure.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
• A customer-focused attitude with a commitment to delivering outstanding service.

Education and Years 

of Experience:

• 6 years of experience in a related role
• Bachelor’s degree in Information Technology, Computer Science, or another engineering, scientific, or technical discipline
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials are a plus.

Security Clearance

• 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 Location

• Washington, DC (100% on-site)

Benefits Offered:

• 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