Onsite DC Tier 2 Desktop & Hardware Specialist

Edgewater Federal Solutions; Washington (District of Columbia); On-site; USD 63,000 - 65,000; Full time

Benefits offered by this job

PTO & Holidays

Medical Insurance

Dental Insurance

Vision Insurance

Disability & Life Insurance

FSAs

401K/ROTH

Training Reimbursement

Exercise Reimbursement

Computer Reimbursement

Employee Assistance Program

Job summary

Edgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to support a federal government customer at an onsite facility in Washington, D.C. This full-time contractor position will serve as a Desktop Support Analyst within a Tier 2 desktop support and hardware services organization.

The selected candidate will work a set first-shift schedule, Monday through Friday. Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C.

Qualifications

• U.S. citizenship is required.
• At least five years of IT experience with desktop support and enterprise ticketing (ServiceNow).
• Extensive hardware troubleshooting for PCs and printers (5+ years).
• Experience coordinating OEM tickets, returns and exchanges.
• Inventory management and hardware asset management experience.
• 5+ years installing and supporting Windows 10/11 in a client/server environment.
• Experience supporting Microsoft 365 and imaging solutions.
• Strong executive-level client support experience.
• Excellent written and verbal communication; capable of cross-functional work.
• Proficient in Excel (lookups, formulas) and using SharePoint to plan activities.
• Knowledge of smartphone/tablet support (iPhone/iPad).
• Strong ServiceNow skills including dashboards and queries.
• Strong Level 1 network and VPN diagnostic skills.
• Demonstrated analytical and problem-solving abilities.

Responsibilities

• Provide Tier 2 desktop, laptop, printer, mobile device, network, and VPN support to internal customers.
• Diagnose and resolve hardware issues involving motherboards, hard drives, memory, and other components.
• Open, maintain, document, and manage support cases in ServiceNow.
• Coordinate support tickets, warranty claims, returns, and exchanges with OEMs and vendors.
• Support inventory, logistics, hardware asset management, imaging, deployment activities.
• Install, configure, and support Windows 10 and 11 in a client/server environment.
• Provide high-level executive support and communicate with clients by phone, Teams, email, and in person.
• Follow SOPs and document client issues accurately and concisely.
• Plan and execute activities using Excel and SharePoint.
• Participate in on-call rotation and support overtime or weekend work as required.

Skills

Desktop support

ServiceNow

Windows 10/11

Microsoft 365

Imaging solutions

Excel

SharePoint

VPN troubleshooting

Executive support

Customer service

Education

Bachelor's degree in Information Systems, Computer Science, or related field

Tools

ServiceNow

HP Warranty portal

Microsoft Intune

Job description

Edgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to support a federal government customer at an onsite facility in Washington, D.C. This full-time contractor position will serve as a Desktop Support Analyst within a Tier 2 desktop support and hardware services organization.

The selected candidate will work a set first-shift schedule, Monday through Friday. Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C.