Senior End User Support Specialist

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.

Responsibilities

• Applies technical and operational knowledge under minimal direction
• Respond to service requests & incident management services, generated by the Service Desk & by customers.
• As lead this role will 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, Macintosh, Linux, iOS & software applications. Troubleshoot virtual desktops as required.
• Test application compatibility & support cyber initiatives.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current.
• Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Test, verify, and document changes to computer equipment.
• Assist with technology development initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
• Other duties as assigned.

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.

Required Skills

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

Desired Skills

• Experience in the current customer environment
• Bachelor's degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ 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 2025.

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.