Help Desk Technician II – IT Support Specialist

Edgewater Federal Solutions; Ballenger Creek (MD); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Paid Time Off

Tuition reimbursement

Medical, dental, and vision insurance

401(k) with employer match

Training reimbursement

Job summary

Edgewater Federal Solutions seeks a skilled Help Desk Support Technician II for our Corporate IT team at the Frederick, Maryland headquarters. You will resolve Tier 1 and Tier 2 issues, support Windows workstations, Microsoft 365, and devices, and mentor junior technicians.

This on-site role requires strong troubleshooting, clear communication, and a customer-service mindset to deliver reliable technology and a positive end-user experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent combination of education, relevant certifications, and 2–4 years IT support.
• 2–4 years of end-user or service desk experience.
• Hands-on experience supporting Windows computers and troubleshooting computer hardware and software.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication; ability to explain technical concepts to nontechnical users.
• Ability to organize work and manage competing priorities with accurate documentation.
• Strong customer-service orientation and collaborative approach.
• Ability to work on-site full-time in the Frederick, MD office.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Windows workstations, laptops, business applications, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve issues involving Windows operating systems, Microsoft 365 applications, network connectivity, VPN access, user authentication, and common hardware or software failures.
• Install, configure, maintain, and support computer hardware and software in accordance with Corporate IT standards.
• Provision, configure, deploy, inventory, and recover laptops, desktops, monitors, docking stations, and related equipment.
• Perform software installations, operating system updates, endpoint maintenance, and hardware refresh activities.
• Manage and prioritize support requests in the service management platform while meeting established response and resolution expectations.
• Take ownership of user issues from initial contact through resolution, including timely follow-up and clear customer communication.
• Document incidents, troubleshooting steps, resolutions, and reusable knowledge articles accurately and consistently.
• Escalate complex issues to the appropriate technical resource while maintaining accountability for status updates and closure.
• Deliver professional, empathetic, and customer-oriented support during both routine and high-priority situations.
• Assist with user account provisioning, password resets, access requests, permission changes, and multifactor authentication support.
• Follow company security policies, access-control requirements, and established procedures when supporting users and devices.
• Assist with endpoint security activities, vulnerability remediation, device compliance, and secure configuration practices.
• Support Corporate IT projects, technology upgrades, equipment refreshes, and process-improvement initiatives.
• Provide day-to-day guidance and technical support to junior help desk staff.
• Assist with coordinating project tasks, support priorities, deployments, and other departmental requirements.
• Collaborate with Corporate IT colleagues and business stakeholders to identify needs and implement practical solutions.
• Contribute to continuous improvement efforts that strengthen service quality, documentation, efficiency, and the end-user experience.

Skills

Troubleshooting

Communication skills

Customer service

Independent worker

Documentation

Education

Bachelor's degree in IT or CS

Tools

Windows OS

Microsoft 365

Active Directory

Microsoft Entra ID

Intune

Job description

Edgewater Federal Solutions seeks a skilled Help Desk Support Technician II for our Corporate IT team at the Frederick, Maryland headquarters. You will resolve Tier 1 and Tier 2 issues, support Windows workstations, Microsoft 365, and devices, and mentor junior technicians.

This on-site role requires strong troubleshooting, clear communication, and a customer-service mindset to deliver reliable technology and a positive end-user experience.