Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist.

The successful candidate shall be proficient in the following areas: custom computer programming, commercial-off-the-shelf application configuration and customization, report development, dev-ops, scripting, and testing. 

• Provide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems.
• Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations.
• Implement corrections and train users in the proper operation of systems and programs.
• Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage.
• Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems.
• Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX.
• In the specialized Linux/Classified environment, you will review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware.
• Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements.
• Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation.
• Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements.
• Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters.

• AS in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
  Responsibilities
• Must be a U.S. Citizen
• Must be able to obtain and maintain a DOE Security Clearance
• Candidate must live in the Albuquerque area as work is performed onsite
• Must have a working knowledge of PC/Mac and mobile device operations which include hardware, network settings, operating system, & MS Office applications

Required Skills:

• Provide white glove service support for operating systems to include approved and authorized versions of MS Windows and MacOS.
• The hardware supported includes laptops, desktops, mobile devices, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, associated peripheral devices, conference room displays, office printers, label printers, and miscellaneous medical clinic hardware.
• Provide support for on-the-spot and virtual support, diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
• Provide remediations and/or request for extension or exemption related to network disconnection notices.
• Provide installation support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, software, maintain logs and inventory of equipment repairs.
• Provide support for all the suite of Microsoft Office products, including maintenance of Outlook entity accounts.
• Provide support for authentication tools such as Global Protect and Zscaler.
• Offer basic-to-advanced system administration for MS Windows and MacOS.
• Create & maintain training, troubleshooting, & maintenance documentation.
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired and escalate tickets as appropriate.
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate.
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Wipe clean computers that have been used to process Personally Identifiable Information (PII) and Protected Health Information (PHI) prior to sending computer to reapplication.
• Prepare reports concerning hardware.
• Prepare specifications and recommendations for hardware acquisitions.

Desired Skills/Certifications:

• Experience in the current customer environment
• Experience with ServiceNow.
• Possess a Dept. of Energy Clearance (L or Q) or have the ability to obtain & maintain this clearance level throughout the life of the contract.

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.