HPC Service Desk Technician

Edgewater Federal Solutions is seeking a HPC Service Desk Technician to support the IT program at a major national laboratory. We are seeking someone with two years’ experience in IT Computing Infrastructure to join our dynamic One Stop Service Desk team. You will be part of a team that provides a “one stop” interface for user support in scientific, engineering, and High-Performance Computing (HPC) resource users. The team also performs the full lifecycle management (analysis, design, development, testing, implementation, integration, and maintenance) of user support capabilities, including a ticketing system, a web portal, a knowledge base, a group chat system, and training room. Qualified applicants must have the technical skills necessary to support a leading-edge computational science and engineering environment together with a strong customer service ethic.

• Provide users with interactive issue troubleshooting in a complex computing hardware and software environment
• Monitor user issue tickets through to resolution by other support teams and document resolutions in a knowledge base
• Work with application and system supporters to identify advanced solutions to user issues
• Enhance a user support application (e.g., issue tracking tool) through software design and development to improve performance and add functionality
• Work on maintaining a commercial tool and One Stop's customizations of that tool (e.g., upgrading to the latest version or identifying and resolving a scripting error)

• High School Diploma and two or more years of experience in IT user support role and a strong customer service commitment
• U.S. citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Familiarity/experience with programming and scripting languages such as Bash or Java
• Strong technical aptitude and ability to research and solve complex issues independently.
• Effective oral and written communications skills along with a strong customer service commitment.
• Experience working with application vendors to understand, implement and maintain applications in a Linux environment.
• Familiar with information security best practices

Desired Skills:

• Knowledge / experience with engineering and High-Performance Computing user environments, such as programming models, engineering applications, etc.
• Systems administration experience with either Windows or Linux servers.
• Knowledge of DevOps tools, chat tools, or web technologies.
• Experience with Knowledge-Centered Service (KCS) methods.
• Experience with Gitlab, Jira, MatterMost, or Joomla.
• Knowledge of IT Service Management (ITSM).

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 in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

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 statuses protected by applicable law.