Mac Technical Lead

Edgewater Federal Solutions  is seeking a Mac Tech Lead to support the IT program at a major national laboratory. 

The candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The candidate shall 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. Shall provide tactical-support personnel for the services described below.

Serve as a Subject Matter Expert (SME) regarding the Client’s Mac environments, as well as support of specific applications and hardware.

•  Accountable for the performance of Mac Services frontline, backlog, and field services
• Accountable for the day to day activities of Mac and adjust to volume ensuring a high productivity level of all technicians.
• Manage hardware order progress
• Ensure proper troubleshooting process is followed.
• Participate in Subject Matter Expert (SME) training of new employees.
• Collaborate with management, for providing on the job training for all technicians.
• Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues.
• Partner with team members to educate with new solutions & assist other technicians when call volume is low.
• Participate and lead team projects as needed.
• Achieve and maintain knowledge of all applicable team procedures.
• Collaborate with other service provider teams to improve service.
• Analyze content of resolved tickets and promote information to knowledge base articles as appropriate.
• Consistently meet required productivity expectations
• Provide customer with regular communication regarding status of trouble tickets.
• Successfully resolve more complex hardware and software problems.
• Mentor the Jr. and Sr. level technicians in order to increase their overall knowledge.
• Capacity to work independently and effectively while maintaining good team interactions.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership
• Other duties assigned as necessary.

• BS/BA in relevant discipline plus a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Required:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Minimum of two years’ experience in IT Support
• 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, (includes both classified & unclassified support).
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM

Desired:

• 3 years’ Experience in the current customer environment
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

*Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of 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 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.