End User Support Technician

Edgewater Federal Solutions is seeking an End User Support Technician. The ideal candidate shall provide end-user support with processes for managing and delivering services that are ITIL conformant. The candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

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).

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.
• Provide basic to advanced desk side support & troubleshooting skills for Windows & software applications. System administration for Windows desktop.
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

• Associates Degree in Computer Science, Information Systems, or other related field and minimum 4 years' experience in IT support
• In lieu of a degree, additional relevant experience may be applicable.
• U.S. Citizenship is required per contract.
• Must have an active DOE Q clearance with the ability to obtain and maintain SCI and pass a polygraph, if necessary.
• Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
• Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support).
• Troubleshoot virtual desktops as required.

Desired:

• Mac OS & application experience.
• CompTia Certifications, such as A+ or Network+.
• Microsoft Certifications, such as MCSA Windows.
• Apple Certifications, such as ACSP or JAMF Certs.

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.