Tier 2 Service Desk Technician - Remote

Overview

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.

In Short

• Provide Tier II support for customers via phone and remote tools.
• Manage and prioritize Service Desk tickets.
• Offer technical support for hardware and software issues.
• Monitor for system-wide issues and notify management.
• Document and analyze end-user issues.
• Follow up with end users for customer satisfaction.
• Manage user accounts and permissions.
• Image and provision new computers.
• Troubleshoot network-related problems.
• Collaborate with IT teams for issue resolution.

Requirements

• 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.
• Experience with network troubleshooting.
• Must be able to pass agency background check.
• Ability to work day shift with weekend flexibility.

Benefits

• Competitive compensation and benefits.
• Health, dental, and vision insurance.
• 401(k) and flexible spending account.
• Paid leave including PTO and parental leave.
• Commitment to professional development.