Service Desk Technician

Edgewater Federal Solutions is seeking a Service Desk Technician. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.

The service desk is responsible for:
(1) delivering remote IT support by creating, maintaining, and using knowledge articles
(2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.

The responsibility of a Service Center Technician 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 technician 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, you will assist in various scopes of the Service Desk as needed by the business.
• You will successfully 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 knowledge-base; Analyze content of resolved tickets & promote information to knowledge-base articles as appropriate, while keeping knowledge-base 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.
• You may be asked to participate in After-Hours Support rotations, as needed (on call)
• Other duties assigned as necessary.

• High School Diploma required plus 2 years of experience.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Minimum of 2 years of experience in a technical support role (e.g., service desk, help desk, desktop support).
• Strong understanding of basic IT concepts and terminology (E.g., operating systems, hardware, networking, software applications.)
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
• Demonstrated ability to thrive in a fast-pace environment while maintaining a positive and collaborative attitude.
• Ability to type 50 words per minute.
• Passion for continuous learning and growth, both individually and as part of a team.
• Commitment to fostering a supportive and inclusive work environment where everyone can excel.

Desired:

• Associated Degree or Bachelors degree in Information Technology or related discipline.
• Any technical certifications
• ITIL v4 Foundations Certification
• Familiarity with the Service Now platform
• KCS Foundation Certification
• Ability to type 70+ 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 2024.

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.