Classified Support Technician

Responsibilities

• Resolve incidents, service requests, and problems associated with service failures or degradations related to hardware and software computing devices (including mobile equipment).
• Support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
• Provide tactical-support personnel for the services described below.
• Provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction.
• Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
• Dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
• Promote internal education.
• Provide comprehensive Phone, Chat, and Deskside Support for the efficient resolution of incidents & requests of end-users.
• Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions.
• Assist in various scopes of the Service Desk as needed by the business.
• Resolve more complex hardware & software problems.
• Aid cross-functional teams in the resolution of IT related issues for all supported platforms.
• Document all required information into the ticketing system & the knowledgebase.
• Resolve service requests, or issues, as appropriate within the specified timeline.
• Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction.
• Create & contribute to the in-house knowledge.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership.

Qualifications

• HS Diploma and a minimum 2 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.
• Must have an Active DOE Q Security Clearance.

Skills

• Working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• 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.

About Us

Edgewater Federal Solutions is a privately held government contracting firm located 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. 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.