Edgewater Federal Solutions, Inc. · 18 hours ago
Classified Technical Lead
US-NM-Albuquerque
Full-time
Onsite
Mid, Senior Level
2+ years expEdgewater Federal Solutions is seeking a Classified Technical Lead to help support the IT program at a major national laboratory. The role involves providing classified end-user support and managing services associated with customer classified enterprise networks, ensuring high productivity levels and effective troubleshooting processes.
Information ServicesInformation TechnologyProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as a Subject Matter Expert (SME) regarding the Client’s classified computing environments, as well as support of specific applications and hardware
Accountable for the performance of Classified Support Services frontline, backlog, and field services
Accountable for the day-to-day activities of Classified Support Services and adjust to volume ensuring a high productivity level of all technicians
Manage hardware order progress
Ensure proper troubleshooting process is followed
Participate in Subject Matter Expert (SME) training of new employees
Collaborate with management, for providing on the job training for all technicians
Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues
Partner with team members to educate with new solutions & assist other technicians when call volume is low
Participate and lead team projects as needed
Achieve and maintain knowledge of all applicable team procedures
Collaborate with other service provider teams to improve service
Analyze content of resolved tickets and promote information to knowledge base articles as appropriate
Consistently meet required productivity expectations
Provide customer with regular communication regarding status of trouble tickets
Successfully resolve more complex hardware and software problems
Mentor the Jr. and Sr. level technicians to increase their overall knowledge
Capacity to work independently and effectively while maintaining good team interactions
Provide adequate notice for planned absences
Qualification
Required
Bachelor's degree in technology related field and 2 years of related experience
In lieu of a degree, 8 additional years of experience is applicable
Must have an Active DOE Q Security Clearance
Must be US Citizen
Demonstrated knowledge and experience in similar environment
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications
Intermediate to advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, Sharepoint, etc.)
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer)
Ability to type 35 WPM
Preferred
3 years experience in the current customer environment
Experience with ServiceNow
Experience with KCS methodology
Any additional requirements determined by the Service Manager
Ability to type 50+WPM
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.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Ferrando
CEO
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