End User Support Technician

Edgewater Federal Solutions is seeking an End User Support Technician to support the IT program at a major national laboratory.

Desk-Side Support: Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Deskside Support Linux:

Provide basic to advanced desk side support & troubleshooting skills for Windows, Macintosh, Linux, iOS & software applications.
• Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems
• analyzes performance statistics to support tuning, automation, and optimization activities
• establishes, composes, and maintains security, capacity, and business continuity controls and documentation
• interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction
• collects, defines, and organizes detailed user requirements
• defines, plans and deliverables for assigned projects
• understands and complies with project budgets
• conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
• recommends training plans; and leads continuous improvement activities.
• Respond to service requests & incident management services, generated by the Service Desk & by customers.
• Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians
• Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
• Provide set up & medium-to-advanced troubleshooting of video conference equipment.
• System administration for Windows desktop.
• Troubleshoot virtual desktops as required.
• Test application compatibility & support cyber initiatives.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current.
• Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Test, verify, and document changes to computer equipment.
• Assist with technology development initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
• Other duties as assigned.

• HS Diploma and a minimum 2 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.
• Must be US Citizen

Required Skills:

• 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

Desired:

• 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

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.