IT​/Tech, IT Support, HelpDesk​/Support

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

The Walk-Up Support Technician services as the first point of contact for users seeking technical assistance and 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.

• Provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction.
• Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
• In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
• The technician will be capable & effective in promoting internal education.
• Provide in person support to end users to set up, repair, configure, and maintain mobile hardware and software (smartphones, tablets, mobile hotspots, and related accessories).
• secure mobile services such as Intune, Microsoft Authenticator, VPN applications, mobile certificates, and device compliance controls.
• Deploy and provision approved security and device management policies for authorized mobile users.
• Educate end users on mobile device usage, best practices, and security fundamentals.
• Maintain proper documentation to ensure all customer interactions are documented accurately in an incident/request system.
• Participate in pilot programs, testing cycles, and reporting activities.
• Follow aligned service desk processes for knowledge use, basic troubleshooting, and request fulfillment.
• Identify service improvement opportunities and communicate observations to leadership.
• Support and collaborate with other teams and colleagues as needed to support volume needs.

• HS Diploma and a minimum 1 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Related experience may be substituted for relevant education and vice versa.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Required:

• Must have a working knowledge of mobile and PC operations which include hardware, network settings, operating system, & MS Office applications.
• Ability to type 50+ WPM

Desired:

• Experience with inTune, Microsoft Authenticator, mobile certificates, and device compliant controls.
• Strong customer service skills.
  
  Associate degree or bachelor’s degree in information technology, or related discipline.
• Experience with Service Now.
• Experience with KCS methodology.

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.