Resource Fulfillment Technician

Evolver is seeking a Resource Fulfillment Technician to support deployments to federal staff on a federal IT support services contract. The operation includes aspects of IT support including Laptop Imaging, troubleshooting and Deployment.

This position works in close collaboration with other teams and government staff to advance support objectives including efficiency, customer satisfaction, and overall effectiveness of IT resources.

This position requires work on-site (weekdays from 8:00 a.m. to 4:30 p.m.) in Washington, DC (next to Smithsonian Metro) with occasional travel to other offices in Maryland.

Responsibilities:

• Manage and prioritize assigned service requests and fulfillment tickets in accordance with established Service Level Agreements (SLAs).
• Image, configure, deploy, and troubleshoot laptops, desktops, and mobile devices for end users.
• Install, configure, and validate software applications to ensure devices are fully operational prior to deployment.
• Create, modify, and support user accounts and access permissions in accordance with established procedures.
• Coordinate and perform in-person and remote device deployments for users at multiple locations.
• Provide technical assistance during device delivery, setup, and post-deployment activities.
• Maintain accurate asset tracking records and update inventory management systems.
• Document fulfillment activities, asset assignments, and troubleshooting steps in ticketing systems.
• Collaborate with Service Desk, Desktop Support, Asset Management, and other technical teams to resolve user issues.
• Assist with hardware lifecycle management activities, including device replacement, refresh, recovery, and disposal processes.
• Ensure compliance with organizational security, configuration, and asset management policies.
• Identify recurring deployment challenges and recommend process improvements to enhance customer service and efficiency.

Basic Qualifications:

• 2 years of experience supporting laptop, desktop, and mobile device deployments.
• 1 year of experience imaging, configuring, deploying, and troubleshooting Windows-based devices.
• 1 year of experience installing and configuring Microsoft Office 365 and other enterprise software applications.
• 1 year of with Active Directory, account provisioning, password resets, and user access management.
• 1 year of experience using IT service management or ticketing systems to manage and document work requests.
• 1 year of experience maintaining inventory and asset records.
• 1 year of experience with Microsoft Office applications, including Outlook, Word, and Excel.
• 1 year of experience supporting HP and Dell workstations and laptops.
• High School Diploma or equivalent.

Preferred Qualifications:

• Previous government contract experience.
• ITIL Foundations V4 or V5
• Experience with Microsoft Intune, SCCM/MECM, or other endpoint management tools.
• Experience with remote support and device deployment technologies.

Evolver is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver 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 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.