Tier 2 Deskside Support Technician

Evolver Federal • Long Beach, CA

7h • Onsite

About The Position

Evolver is an information technology, cybersecurity, and digital transformation company serving national defense, federal civilian agencies, and Fortune 500 organizations. The Tier 2 Deskside Support Technician provides onsite and remote support for Government-owned computers and related devices. The position is onsite five days per week in Long Beach, California, Monday through Friday, during an assigned eight-hour shift. Remote support may be needed during Government closures or emergencies. On-call support and travel may be required, subject to contract requirements and management approval; coverage hours and on-call requirements are to be confirmed.

The technician installs, connects, configures, upgrades, troubleshoots, diagnoses, and repairs desktop and laptop hardware and software, mobile devices, and peripherals. Support includes computer components such as memory and storage, operating systems and applications, FDA-approved software, mobile and PC refreshes, malware, warranty repairs, data backup and recovery, and system administration. The role also supports Continuity of Operations exercises and events, customer office moves, and approved minor infrastructure tasks. Technicians follow Standard Operating Procedures, manage and document tickets in ServiceNow, guide customers, and close tickets after confirming resolution. Travel to additional customer locations may be required when authorized.

Requirements

• U.S. citizenship and ability to obtain Public Trust clearance.
• Valid U.S. driver's license and ability to pass a comprehensive background check.
• Four years of previous Tier 2 Deskside Support experience; OR three years of combined Tier 1 and Tier 2 experience plus completion of two years of college-level or vocational coursework in computer science or a closely related field.
• Ability to provide onsite support in Long Beach, California, Monday through Friday, during an assigned eight-hour shift.
• Ability to provide remote support during Government closures or emergencies when required.
• Ability to travel and provide on-call support when required by contract and approved by management.

Nice To Haves

• Excellent customer service, organizational, writing, and communication skills.
• Strong hardware and software troubleshooting and problem-solving skills.
• Experience with Windows 10 and Windows 11, Microsoft 365, iPhone and Android devices, and local and network printers.
• ServiceNow training or experience.
• Experience supporting Macintosh devices.
• Ability to manage multiple issues and changing priorities.

Responsibilities

• Install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop and laptop hardware and software, mobile devices, and peripherals, including printers and scanners.
• Support computer components including memory, hard drives, storage devices, and other hardware.
• Install, upgrade, and reinstall operating systems, applications, utilities, and FDA-approved software.
• Perform mobile-device and PC refreshes.
• Assist with Continuity of Operations (COOP) exercises and events and support customer office moves.
• Troubleshoot malware, warranty repairs, data backup and recovery, and system administration issues.
• Provide incident resolution and troubleshooting for Government-owned computers onsite and remotely.
• Document reported problems and provide customer guidance.
• Perform minor infrastructure tasks when approved by the customer and contract management.
• Follow Standard Operating Procedures, manage assigned ServiceNow tickets, maintain accurate documentation, and close tickets after confirming resolution.
• Provide remote support during Government closures or emergencies when required.
• Travel to additional customer locations when authorized; provide on-call support when required by contract and approved by management.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Flexible spending account
• Paid leave, including PTO and parental leave, in accordance with applicable plans and policies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed