Desktop Imaging Technician

Edgewater Federal Solutions is seeking a Desktop Imaging Technician to support a major national laboratory.
 
The responsibility of a Desktop Imaging Technician is to provide end-user support with processes for managing and delivering services that are ITIL® conformant. 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, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. 

• Provide basic field (Win/Mac/Mob/CSU) support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks.
• Provide support in responding to system user requests for assistance.
• Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
• Provide support to install and provide basic support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems.
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Ensure the builds Deployment process is followed for every deployment. All documentation for the build deployment is filled out appropriately.
• Provide the supervisor &/or customer with regular communication regarding status of deployment, notification when deployments are complete and appropriate advice & techniques regarding their new computer
• Appropriately document all required information into the ticket tracking system, if necessary.
• Ensure that the system is appropriately secured (case is locked, system password protected, etc.).
• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including team-based metrics.
• Meet all performance service level targets.

• High School Diploma and 2 years of relevant work experience. 
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• 2 years of experience in technical field, specifically PC setup, and customer service

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.