Tier 2 Service Desk Technician

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 Tier 2 Service Desk Technician to support work in Washington, D.C. Must have the ability to work day shift Monday - Friday with flexibility to cover a weekend shift. This position may allow for some remote work after a specified training period. An approved home office location would require a dedicated space and a quiet area that is subject to supervisor approval. Telework privileges, if granted, can be revoked, if productivity, quality or concerns arise.

Responsibilities

Evolver is seeking a Service Desk (Tier II) Technician that has strong technical troubleshooting, customer service skills, and a solid service desk/technical background. The primary job function will include providing Tier II support for customers in combination with phone support for a Government customer in Washington, DC. The Technician will provide troubleshooting and resolution of end user issues associated with mobile and desktop devices, enterprise services (MS Outlook, MS SharePoint, MS Office, etc.) and working with an enterprise-level Service Desk ticketing system.

Responsibilities:

• Remotely interact with end-users via phone, email, remote desktop tools, or MS Teams to troubleshoot and provide technical support for hardware, software, and networking issues, including VIPs
• Create, manage, and prioritize Service Desk tickets from incoming phone calls, emails, and other requests, triaging the Service Desk mailbox and ensuring timely assignment and tracking of tickets within the ticketing system.
• Offer basic technical support for all levels of end users, focusing on hardware, software, applications, and performance issues, including system latency and overheating problems.
• Proactively monitor for potential system-wide issues, notifying Help Desk Management and the Engineering Team of trends or recurring problems and providing detailed reports for resolution.
• Gather, document, and analyze end-user issue details, ensuring clear communication and efficient escalation of unresolved issues to higher-tier analysts or engineers.
• Proactively follow up with end users to verify that their issues have been fully resolved, gather feedback on the effectiveness of the solutions provided, and ensure a high level of customer satisfaction. Address any remaining concerns, offer additional assistance if needed, and ensure the user's experience meets or exceeds expectations.
• Manage user accounts, including creating, modifying, and deleting accounts, and ensure proper access control and permissions according to organizational policies.
• Image and provision new computers, ensuring proper configuration, security settings, and software installation before deployment to end users.
• Troubleshoot network-related problems, including Wi-Fi connectivity issues, hotspot performance, latency concerns, and protocol-related issues (TCP/IP, FTP), ensuring seamless user access to network resources.
• Collaborate with other IT teams to resolve issues in a timely manner, document troubleshooting steps and solutions, and maintain a knowledge base to improve future support efforts.

Basic Qualifications:

• Bachelors plus three years' experience, or equivalent experience
• Two or more years of experience in a Customer Service role
• Four or more years of technical or customer support experience
• Hands-on experience in troubleshooting hardware and software issues across Windows and Mac OS platforms.
• Experience with network troubleshooting, including Wi-Fi, VPN, and connectivity issues.
• Must be able to pass agency background check
• Must have the ability to work day shift, Monday - Friday with flexibility to cover a weekend shift periodically

Preferred Qualifications

• Microsoft Windows 365, MS Office support skills, knowledge of Apple hardware and software, HP printers, and an enterprise-scale Service Desk ticketing system (Remedy, ServiceNow, or Service Manager) desirable.
• Ability to analyze and diagnose technical issues and apply basic troubleshooting techniques to achieve first call resolution.
• Excellent verbal and written communication and courteous, professional customer relationship skills along with the ability to multi-task and prioritize work.
• Strong analytical and troubleshooting skills with the ability to resolve complex technical issues efficiently
• Proven ability to communicate effectively in written and verbal form with all levels of end users, technical staff, and management.
• Ability to adapt quickly in a fast-paced, dynamic environment with evolving priorities.
• Proven ability to work effectively in a collaborative, team-oriented work environment.
• Perform other duties as assigned.
• Technical certifications desirable (A+, Network+, Security+, etc.)
• Apple certifications desirable
• ITIL certifications and skills desirable

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.