Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. Our department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. 

The individual serves as a primary contact for support requests, responding to a wide range of service inquiries and providing necessary information for resolution. They use their technical and operational expertise to configure, operate, and maintain service desk functions with minimal supervision. This includes effective incident management and service request fulfillment.

They analyze performance statistics to improve tuning, automation, and optimization efforts. Additionally, they establish and maintain security, capacity, and business continuity documentation as part of the service value system.
With extensive experience in customer environments, they conceptualize, construct, test, implement, and operate integrated infrastructure solutions that contribute to value co-creation. They also actively contribute to the knowledge base to support information sharing and drive continual improvements across the organization.

Furthermore, they demonstrate the ability to context switch effectively to assist both local and enterprise users, especially during the ongoing transformation to modernize the digital engineering environment. Their efforts focus on enhancing customer experience and engaging with stakeholders to align services with business needs.

• Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.
• Serve as the first point of contact for troubleshooting hardware and software issues across all types of computer systems (PC and Mac) and printer problems.
• Offer escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as needed.
• Act as a routine contact point, receiving and handling requests for support; respond to a broad range of service requests by providing information to fulfill requests or enable resolution.
• Apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
• Analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation.
• Utilize extensive customer environment experience to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans and lead continuous improvement activities to enhance service delivery.
• Document and label all support interactions, maintaining accurate records of issues and resolutions in the customer’s ticketing system.
• Maintain a safe and efficient work environment by adhering to best practices and procedures when providing technical support.
• Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction.

• AA in relevant discipline plus minimum 5 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Must be US Citizen
• Must be able to obtain and maintain a Department of Energy Q Clearance. 

Required Skills and Qualifications:

• Work is performed on site and candidate can start uncleared but must be able to obtain a DOE Q clearance.
• Practical experience in support roles to hit the ground running.
• Familiarity with at least one ITSM platform (preferably ServiceNow).
• Understanding of Customer Service Management principles.
• Experience in handling complex, escalated support tickets.
• Ability to efficiently manage support tickets.
• Experience in building partnerships across teams.
• Quality assurance mindset with a focus on continual improvement.
• Skill in root cause analysis and implementing long-term solutions to recurring problems.
• Strong ability and enthusiasm to learn and expand technical skills.
• Commitment to customer satisfaction and excellent communication skills.
• Proficient technical writing abilities with meticulous attention to detail.
• Reliable follow-through on tasks and projects.

Desired Skills and Qualifications

• ITIL certification or equivalent experience in at least one ITIL area (Service Design, Transition, or Operation).
• Familiarity with Agile Development methodologies and ceremonies.
• Familiarity with Atlassian Jira and Confluence.
• Experience as a ServiceNow Citizen Developer
• Proficiency in at least one programming language (JavaScript or Python).
• Some experience with SQL and database management.

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 2025.

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.