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Edgewater Federal Solutions, Inc. · 18 hours ago

Service Desk Technician

Albuquerque, NM

Full-time

Hybrid

Entry Level

1+ years exp

Edgewater Federal Solutions is a privately held government contracting firm seeking a Help Desk Specialist to support their IT program at a major national laboratory. The role involves providing in-depth procedural and technical support, resolving incidents, and maintaining knowledge articles while ensuring high levels of customer satisfaction.

Information ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

The responsibility of a Help Desk Specialist is to 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

Resolve basic issues remotely that have been reported by the customer

Upon completing additional training, you will move to resolve more complex issues

Provide comprehensive Phone & 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

Upon completing additional training, 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 Service Center 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

Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current

Possess the capacity to work independently & effectively while maintaining positive productivity levels

Maintain a positive relationship with fellow peers, cross functional teams & leadership

Participate in After-Hours Support rotations, as needed (on call)

Other duties assigned as necessary

Qualification

PC operationsCustomer help desk experienceServiceNowKCS methodologyITIL v4 Foundations CertificationTyping 35 WPMTyping 50+ WPMA+ certificationNET+ certificationACMT certificationMicrosoft FundamentalsCompTia CertificationsACSP certificationJAMF Certs

Required

HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties

Must be US Citizen

Ability to obtain & maintain a U.S. Dept. of Energy Clearance

Related experience may be substituted for relevant education and vice versa

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

Preferred

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

Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager

Examples of Relevant Certifications: A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs

Company

Edgewater Federal Solutions, Inc.

Edgewater Federal Solutions was founded in 2002 with the mission of being the best IT consulting company possible for our government clients, our contracting partners and our employees.

Founded in 2002

Ijamsville, Maryland, USA

501-1000 employees