Customer Support Analyst (24x7 Operations)

Edgewater Federal Solutions is seeking Customer Support Analysts to support a federal client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone‑based and ticket‑based support channels.

• Deliver Tier 1 customer support via phone and enterprise ticketing systems
• Document issues, actions taken, and resolutions accurately and thoroughly
• Follow established workflows to resolve issues or escalate when necessary
• Support customers in a structured, policy‑driven environment
• Meet quality, performance, and training standards
• Collaborate with team members to ensure consistent service delivery

• Experience in customer support, service desk, or call center role
• Strong communication and customer service skills
• Ability to follow defined procedures and document work clearly
• Willingness to work rotating shifts, including nights or weekends

Preferred Qualifications

• Experience supporting government or enterprise customers
• Familiarity with regulated environments or formal compliance requirements
• Prior use of ticketing, CRM, or case management systems

About Us:

Founded in 2002, Edgewater Federal Solutions, Inc. is an industry-recognized federal contractor. Our industry-leading team combines federal expertise and state-of-the-art innovation to provide quality technical solutions for modern-day challenges.  Edgewater is a repeat awardee of such honors as Washington Post Top Workplaces (2018-2025) and Inc. 5000 Fastest Growing Companies (2019-2024).  We also have CMMI and ISO certifications. We are headquartered in Frederick, Maryland with staff across the United States.  Edgewater has more than 500 employees supporting over 30 federal and commercial organizations.

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 status protected by applicable law. #LI-SE1