Help Desk Support Technician

Help Desk Support Technician

Job Location s: US-MD-Germantown | US-DC-Washington

Edgewater Federal Solutions is currently seeking a talented, professional Help Desk Support Technician to join a team supporting the Department of Energy, in the Washington, DC area, in an ONSITE work environment. The Help Desk Support Technician provides technical support, troubleshoots and resolves issues with software applications and computer hardware for users, either remotely (phone, chat, email) or in person. This position requires US Citizenship.

Responsibilities include, but are not limited to the following:

• Provide high-quality end-user support in person and remotely (email, phone, Teams) for databases and applications created by EHSS.
• Provide high-quality end-user support in person and remotely (email, phone, Teams) for logistical, network and COTS hardware and software matters.
• Record requests, incidents, and status information using the EHSS ticketing system. Report on those results as requested.
• Manage escalations and ensure any issues are resolved in a timely manner.
• Make recommendations to improve operational efficiency.
• Provide all reporting and other information, planned and ad-hoc, as requested by help desk leadership.
• Support EHSS teleconferencing needs.
• Maintain IT hardware inventory records.
• Respond to data calls as requested.
• Manage the EHSS system outage notification process.
• Escalate user issues to Tier 2 support personnel, as needed.
• Other duties may be assigned.

• US Citizenship
• Ability to obtain a U.S. Government security clearance
• Bachelor's degree in computer science, information technology, or a related field or at least two years of experience as a Help Desk Technician or in a technical support role.
• Strong technical background.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Strong writing ability.
• Strong customer service skills.
• Excellent leadership and people management skills.
• Ability to support multiple Washington D.C. area locations.

• Experience supporting U.S. Government clients.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, keyboard, and standard office equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• Fine hand manipulation (keyboarding).

Salary: $60,000.00 - $85,000.00

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

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 status protected by applicable law.