Service Desk Technician

Edgewater Federal Solutions is currently seeking a Service Desk Technician to support an IT program for a major national laboratory. The responsibility of a Help Desk Specialist is to provide in-depth procedural and technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound and outbound email, instant messaging, or other tools as assigned and available. In some cases, the Specialist will dispatch service requests and escalate issues to appropriate points of contact defined within the support organization. The technician will interact and contribute to the overall knowledge in a way that captures their experience and capitalizes on the collective experience of the organization. The right candidate will be able to observe and adapt to the core values and collective behaviors that make up an organization.

The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.

• Resolve basic to advanced issues remotely that have been reported by the customer. Upon completing additional training, more complex issues will be worked.
• Provide comprehensive Phone, Chat, Web Submission, and Email Support for the efficient resolution of incidents and requests of end-users.
• Upon completing additional training, assist in additional scope of the Service Desk as needed by the business. Resolve more complex hardware and software problems utilizing this additional training and expertise.
• Assist the IT Field Techs and cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Efficiently and accurately identify the customer’s specific information using provided templates and/or guidance.
• Document all required, pertinent information in the ticketing system in a way that captures the customer’s experience.
• Resolve service requests, or issues, as appropriate on the first point of contact or within the specified timeline.
• Meet required productivity expectations, including Service Center metrics.
• Route and dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
• Possess the capacity to work independently and effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams, and leadership.
• Partner with other IT teams in the development, testing and implementation of commercially and internally developed solutions
• Maintain the ability to manage multiple responsibilities at once by focusing on one task while keeping track of others.
• Other duties assigned as necessary.

• In lieu of degree, relevant experience is applicable
• Obtain and maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.
• Three plus year(s) of PC support, diagnostic/troubleshooting, and repair experience is required.
• High School Diploma
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, and MS Office applications. 
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM

Desired experience & skills:

• Demonstrated experience with Mac Operating Systems and hardware
• Associates degree or bachelor’s degree in Information Technology or related discipline.
• Any Technical Certifications, i.e.: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.
• Familiarity with the Service Now platform
• KCS Foundation Certification
• Ability to type 70+ WPM
• Experience working with Mac OS and hardware
• Any additional requirements determined by the Service Manager

About us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD.  The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named the #5 Top Workplace in the Greater Washington Area Small Companies category 2018 through 2022.  

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law. #LI-JH1