IT​/Tech, IT Support, Systems Administrator

Edgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to support a federal government customer at an onsite facility in Washington, D.C. This full-time contractor position will serve as a Desktop Support Analyst within a Tier 2 desktop support and hardware services organization. The selected candidate will work a set first-shift schedule, Monday through Friday.

Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C. This is a first-shift position scheduled Monday through Friday. The role may require on-call rotation coverage for emergency hardware issues, occasional travel, weekend work, and overtime.

Period of Performance Until 12/31/26 with the possibility of an extension.  

• Provide Tier 2 desktop, laptop, printer, mobile device, network, and VPN support to internal customers.
• Diagnose and resolve hardware issues involving motherboards, hard drives, memory, and other components.
• Open, maintain, document, and manage support cases, queues, dashboards, and queries in Service Now.
• Coordinate technical support tickets, warranty claims, returns, and exchanges with original equipment manufacturers and other vendors.
• Support inventory, logistics, hardware asset management, imaging, configuration, and deployment activities.
• Install, configure, and support Microsoft Windows 10 and 11 in a client/server environment.
• Provide high-level executive support and communicate with clients by phone, Microsoft Teams, email, and in person.
• Follow standard operating procedures and document client issues accurately and concisely.
• Plan and execute activities using Microsoft Excel and SharePoint.
• Participate in an on-call rotation and support occasional travel, weekend work, or overtime as required.

• U.S. citizenship is required.
• At least five years of overall IT experience, including five years providing general desktop support and managing cases through an enterprise IT service management platform such as Service Now.
• At least five years of hands-on computer and printer hardware troubleshooting and support.
• Experience working with OEM technical support, including initiating tickets and coordinating returns and exchanges.
• Experience with inventory management, logistical support, and hardware asset management.
• At least five years of experience installing, configuring, and supporting Microsoft Windows 10 and 11 on laptops and desktop computers in a client/server environment.
• At least five years of experience supporting common business applications, including Microsoft 365, and proficiency with imaging solutions used for hardware deployment.
• Experience delivering high-level executive support to clients.
• Strong interpersonal, written, and verbal communication skills, with the ability to work effectively across all organizational levels.
• Demonstrated ability to summarize and document client issues clearly and concisely.
• Proficiency with Microsoft Excel, including lookups and conditional formulas, and experience using SharePoint to plan and execute activities.
• Knowledge of smartphone and tablet support and administration, including iPhones and iPads.
• Strong Service Now skills, including creating dashboards and queries to manage support queues.
• Strong Level 1 network and VPN diagnostic and troubleshooting skills.
• Demonstrated analytical and problem-solving skills.

Preferred Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, or a related field.
• A+, MCDST, MTA, MOS, or a similar certification.
• Experience with the HP Warranty portal.
• Working knowledge of Service Now hardware asset management.
• Microsoft Intune experience.

Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C. This is a first-shift position scheduled Monday through Friday. The role may require on-call rotation coverage for emergency hardware issues, occasional travel, weekend work, and overtime.

Salary: $46.09 - $47.12 / Hr

Additional benefits include:

• 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…