Tier 2 Deskside Support Technician

Evolver Federal • Long Beach, CA

2d • $60,000 - $68,000 • Onsite

About The Position

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

The technician installs, configures, upgrades, troubleshoots, diagnoses, and repairs desktop and laptop hardware and software, mobile devices, and peripherals. The role also supports device refreshes, COOP exercises, office moves, malware issues, warranty repairs, data backup and recovery, and system administration. Technicians follow SOPs, manage ServiceNow tickets, maintain accurate documentation, guide customers, and close tickets after confirming resolution. Minor infrastructure tasks may be performed when approved by the customer and contract management. Travel to additional customer locations may be required when authorized.

Requirements

• Be a U.S. citizen with the ability to obtain Public Trust clearance.
• Have a valid U.S. driver's license and pass a comprehensive background check.
• Have 4 years of previous Tier 2 Deskside Support experience, or 3 years of combined Tier 1 and Tier 2 experience plus completion of 2 years of college-level or vocational coursework in computer science or a closely related field.

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 hardware components such as memory, hard drives, storage devices, and other computer components.
• 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 and provide on-call support when required and authorized.

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