Mobility Walk Up Support Technician

About the role

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

Responsibilities

• 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 in-person support to end users to set up, repair, configure, and maintain mobile hardware and software (smartphones, tablets, mobile hotspots, and related accessories).
• Secure mobile services such as Intune, Microsoft Authenticator, VPN applications, mobile certificates, and device compliance controls.
• Deploy and provision approved security and device management policies for authorized mobile users.
• Educate end users on mobile device usage, best practices, and security fundamentals.
• Maintain proper documentation to ensure all customer interactions are documented accurately in an incident/request system.
• Participate in pilot programs, testing cycles, and reporting activities.
• Follow aligned service desk processes for knowledge use, basic troubleshooting, and request fulfillment.
• Identify service improvement opportunities and communicate observations to leadership.
• Support and collaborate with other teams and colleagues as needed to support volume needs.

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.
• Must have a working knowledge of mobile and PC operations which include hardware, network settings, operating system, & MS Office applications.
• Experience with ServiceNow.
• Experience with KCS methodology.