Walk Up Support Technician

Edgewater Federal Solutions; Juan Tabo Hills (NM); On-site; USD 40,000 - 55,000; Full time

Job summary

Edgewater Federal Solutions is seeking a Walk Up Support Technician for our IT program at a major national laboratory in Albuquerque, NM. You will be the frontline in a walk-up service environment, handling hardware and software issues and guiding users through resolution.

You will triage, troubleshoot, and resolve incidents while coordinating with various IT teams, aiming to deliver prompt, accurate assistance and an excellent user experience for all systems and applications.

Qualifications

• HS Diploma or equivalent with relevant IT support experience.
• Associates or Bachelors degree in IT preferred.
• U.S. Citizenship required and DOE clearance capable.
• Must have basic hardware/software troubleshooting skills.

Responsibilities

• Provide phone, email, web, and in-person user support for e-mail, directories, OS, apps, and contract apps.
• First point of contact for hardware/software, PCs, Macs, and printers.
• Identify customer needs and direct to appropriate support groups.
• Coordinate in-person support and route to correct teams.
• Capture accurate incident and service request details in the system.
• Deflect lower-tier support by delivering simple, effective solutions.
• Ensure timely, orderly service and ticket resolution.
• Collaborate with Walk Up Store techs to learn new IT concepts.
• Provide feedback to improve service quality.
• Work independently with positive productivity and cross-team cooperation.

Skills

Customer support

Troubleshooting

Communication

Desk-side support

Team collaboration

Education

HS Diploma

Associate or Bachelor in IT

Tools

MS Office

ServiceNow

Job description

Walk Up Support Technician

Job Locations: US-NM-Albuquerque

ID: 2026-4723

Category: Information Technology

Type: Full Time

Overview

Edgewater Federal Solutions is seeking a Walk Up Support Technician to support the IT program at a major national laboratory.

The SWIFT Walk-Up Technician services as the first point of contact for users seeking technical assistance. This role involves providing immediate support for hardware and software issues, troubleshooting technical problems, and ensuring a seamless user experience. The technician will work directly with users in a walk-up service environment, addressing a variety of IT-related inquiries and issues.

Responsibilities

• Provide phone, email, web, and in-person support to users in the areas of e‑mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.


• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.


• As the concierge you're highly skilled at uncovering customers' needs, then following through with ensuring they get the help they require. Not only are you the first person customers meet when they enter the store, you're also the person who guides them in their next step or connecting them with the appropriate support group.


• Provide in person support to help coordinate and direct customers to the appropriate support group.


• Efficiently & accurately identify the customer's specific information.


• Provide easy solutions to customers to deflect lower tiered support from the CSU and Mobility technicians.


• Ensure customers are serviced in a timely and orderly fashion.


• Ensure Incidents and request tickets are created and resolved to match the customers actual time in the store.


• Collaborate with the techs in the Walk Up Store to learn new IT concepts and support skills.


• Recognize and provide feedback to improve the service when identified.


• Possess the capacity to work independently & effectively while maintaining positive productivity levels.


• Maintain a positive relationship with fellow peers, cross functional teams & leadership.


• Other duties assigned as necessary.

Qualifications

• HS Diploma and a minimum 1 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

• 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

• Experience in the current customer environment


• Associates Degree or 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. #LI-VA1