Linux Walkup Support Technician

Edgewater Federal Solutions is seeking a Linux Walk-up Support Technician to support the IT program at a major national laboratory. 

The service desk consists of a centralized service desk and related roles tied to user support with IT services and systems. The centralized service desk is the entry point and owner of first tiers of support. Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support (2) creating, maintaining, and using knowledge articles and (3) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Walk up support consists of front-line IT Support. Walk up support responsibilities include assisting End Users with in-person computer hardware, software, mobile devices, and purchasing of new equipment. Walk up support will follow service desk models including Knowledge, troubleshooting and request fulfillment. 
 
The ideal candidate enjoys working with customers, posses a strong technical background, and is comfortable with a complex ever changing IT environment. 

• Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Provide comprehensive Walk up, phone, or chat support for the efficient resolution of incidents & requests of end-users.
• Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
• Assist in various scopes of the Service Desk as needed by the business.
• Resolve more complex hardware & software problems utilizing this additional training & expertise.
• Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Efficiently & accurately identify the customer’s specific information.
• Appropriately document all required information into the ticketing system & the knowledgebase.
• Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
• Meet required productivity expectations, including metrics.
• Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
• Create & Maintain to the in-house knowledgebase.
• Possess the capacity to work independently & effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership.
• Other duties assigned as necessary.

• High School Diploma & 2 years of relevant IT experience
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM

Desired:

• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

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.