Senior End-User Support Lead: Desktop, VC & Escalations

Edgewater Federal Solutions, Inc.; Albuquerque (NM); On-site; USD 60,000 - 80,000; Full time

Job summary

Edgewater Federal Solutions is seeking a Senior End User Support Specialist to support a major national laboratory. The role involves leading escalation for complex issues, managing incidents from the Service Desk, and providing advanced troubleshooting across Windows, macOS, Linux, iOS, and virtual desktops.

You will document resolutions, maintain system security, and coordinate with third-party providers to keep equipment and services in good order.

Qualifications

• AS in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Related experience may be substituted for relevant education and vice versa.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Responsibilities

• Respond to service requests & incident management services, generated by the Service Desk & by customers.
• Lead escalation for technical issues unresolved by Tier I & II Technicians.
• Resolve complex issues escalated from the Service Desk & reported by the computing customer.
• Provide setup & medium-to-advanced troubleshooting of video conference equipment.
• Provide desk side support & troubleshooting for Windows, Macintosh, Linux, iOS & software applications; troubleshoot VDI as required.
• Test application compatibility & support cyber initiatives.
• Document resolutions into the ticketing system; contribute to knowledgebase articles.
• Resolve the service request or issue on first contact or within the defined timeline.
• Ensure proper configuration, management, operation, monitoring, and security of assigned systems.
• Test, verify, and document changes to computer equipment.
• Assist with technology development initiatives.
• Coordinate with Third Party service and maintenance providers to keep equipment, software, and services in good working order.
• Other duties as assigned.

Skills

PC operations

Help desk

Virtual desk

Typing 35 WPM

Education

AS in relevant discipline

Bachelor's degree in IT or related

Tools

ServiceNow

KCS methodology

Job description

Edgewater Federal Solutions is seeking a Senior End User Support Specialist to support a major national laboratory. The role involves leading escalation for complex issues, managing incidents from the Service Desk, and providing advanced troubleshooting across Windows, macOS, Linux, iOS, and virtual desktops.

You will document resolutions, maintain system security, and coordinate with third-party providers to keep equipment and services in good order.