What are the responsibilities and job description for the Deskside Refresh Technician position at Converged Security Solutions?
Evolver, a Converged Security Solutions company, is an information 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. With a dedicated focus on client satisfaction, CSS has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Our 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 our team, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company every day.
Evolver is seeking a Deskside Refresh Technician that has a broad knowledge of IT Technician and Asset & Inventory functions with strong customer service skills and a service desk background. This role is primarily located in Manassas, VA.
Essential Job Duties and Responsibilities
The job functions will be performed on-site for laptop, printer refresh and IT support. It is desirable for the Technician to have basic knowledge of IT equipment (including printers, PCs, iOS devices) and common software programs (Microsoft Office – Outlook, Word, Excel), and be able to work with a trouble-ticketing system (Microsoft Support Center Service Manager or Remedy).
Minimum Qualifications and Requirements
- The technician will deploy and collect machines from office locations across the campus. Deployments can include a full seat with docking station, monitor, printers and accessories.
- Imaging and provisioning laptops, network printers for issuance.
- Install applications to client's specifications and ensure the user has been placed in the correct OU.
- Ensure that the user can log in and troubleshoot any issues that may come up.
- Rely on instructions and established guidelines to perform the functions of the job.
- Support activities relating to the life-cycle management of IT assets, including the maintenance and management of centralized inventory control, in-processing of new IT orders/equipment, verifying acceptance of delivery, comparing packing slips and purchase orders, assessing equipment for damage, and notifying the customer of any discrepancy.
- Perform demand analysis and definition of adequate stock levels and PAR levels to improve responsiveness to customer needs
- Assist with moving refresh related material from the receiving area into storage locations or to end-user locations.
- Able to lift boxes above their head up to and including moving boxes with weights of 50 pounds.
- Follows asset management procedures and utilizes help desk trouble-ticketing tools (Microsoft Support Center Service Manager).
- Performs refresh and it related duties during normal operating hours (Weekdays from 7:00 a.m. to 5:00 p.m.) in Manassas, VA.
- Complies with and refine Federal Government Standard Operating Procedures (SOPs) for Inventory and Asset Management.
- Answers e-mail requests and responds to moderately complex customer inquiries to ensure customer needs are met.
- Assists the customer in resolving routine IT problems by providing guidance regarding hardware problems. Resolves and/or escalates technical problems to the Systems Engineering Group, as appropriate.
- 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 timeframe and quality levels.
- Logs and tracks inquiries using a problem management (Microsoft Support Center Service Manager) database and maintains history records and related problem documentation.
Training and Certifications (required and desired)
- Must successfully pass the Capitol Police Background check.
- High School Diploma or G.E.D.
EOE Statement
At CSS, 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 CSS 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.
CSS is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, age, sex, national origin, disability or veteran status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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