Builds Deployment Technician

About the role

Supports a major national laboratory by providing technical assistance to monitor, install, and maintain personal computers, laptops, software, and networks.

Responsibilities

• Respond promptly to all assigned service requests, ensuring standard performance requirements are met or exceeded.
• Follow the builds Deployment process for every deployment, ensuring all documentation is filled out appropriately.
• Communicate regularly with supervisors and customers regarding the status of deployments, completion, and advice on new computers.
• Document all required information into the ticket tracking system as needed.
• Ensure the system is appropriately secured (locked case, password protected).
• Escalate service requests to appropriate IT support if issues cannot be resolved within provided time constraints.
• Meet required productivity and performance service level targets.

Qualifications

• High School Diploma and at least 1 year of directly related experience, or more.
• Substitution of relevant education for experience may be considered.
• Ability to obtain and maintain a U.S. Department of Energy clearance.
• U.S. citizenship is required.

Skills

• Working knowledge of PC operations including hardware, network settings, operating systems, and MS Office applications.
• Customer help desk experience of 6 months or more.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customers).
• Ability to type 35 WPM.

Desired Skills

• Associates Degree or Bachelor’s degree in information technology or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Additional requirements determined by the Service Manager.
• Ability to type 50+ WPM.

About Us

Edgewater Federal Solutions is a privately held government contracting firm based in Frederick, MD. Founded in 2002, the company aims to be highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. We are ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and have been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025. Our policies include equal employment opportunities for all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and other statuses protected by applicable law.