Hardware Support Lead

$65,000 - $85,000/Yr

Evoke Research And Cons - Washington, DC

Full-time - Mid Level

Remote - Washington, DC

About the position

The Hardware Support Lead at Evoke Consulting is responsible for managing hardware-related incidents and providing technical support for various hardware devices. This role involves diagnosing and resolving hardware issues, assisting with the deployment of new equipment, and collaborating with team members to ensure efficient hardware support. The position emphasizes exceptional customer service and the continuous improvement of support processes.

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.

Requirements

• 6 years of experience in a related role
• Bachelor's degree in Information Technology, Computer Science, or another engineering, scientific, or technical discipline
• 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.

Nice-to-haves

• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials are a plus.

Benefits

• 401(k) matching
• Bereavement leave
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off (PTO) program
• Eleven (11) paid holidays
• Parental leave
• Volunteer hours