Classified Service Desk Technician

Edgewater Federal Solutions is seeking a Classified Service Desk Technician to support the IT program at a major national laboratory. 

In this role you will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).
The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

• Respond to service requests & incident management services, generated by the Service Desk & by customers.
• Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.
• Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
• Provide set up & medium-to-advanced troubleshooting of video conference equipment.
• Provide basic to advanced desk side support & troubleshooting skills for Windows & software applications. System administration for Windows desktop.
• Mac OS & application experience a plus.
• Troubleshoot virtual desktops as required.
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

• AA/AS degree in IT Related field plus 2 years of related work experience. In Lieu of degree 5 years of job related experience.
• U.S. Citizenship is required per contract. Must have an Active Q clearance.
• Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
• Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support)

Desired:

• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Apple Certifications, such as ACSP or JAMF Certs are desired.

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.