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. The Walk-Up Support Technician serves as the first point of contact for users seeking technical assistance and is responsible for delivering remote IT support, creating and maintaining knowledge articles, and performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Walk-up support consists of front-line IT support.

Responsibilities

• Provide in-depth procedural and technical computer end-user support with the highest level of customer satisfaction.
• Support users via inbound phone calls, chat, email, instant messaging, or other assigned tools.
• Dispatch service requests and escalate issues to appropriate points of contact within the support organization.
• Promote internal education and provide in-person support for setting up, repairing, configuring, and maintaining 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 accurate documentation of all customer interactions 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 to meet volume needs.

Requirements

• High School Diploma and a minimum of 1 year of directly related experience demonstrating the knowledge, skills, and ability to perform the duties.
• Related experience may be substituted for relevant education and vice versa.
• Ability to obtain and maintain a U.S. Department of Energy Clearance.
• U.S. Citizenship is required.

Qualifications

Required

• Working knowledge of mobile and PC operations, including hardware, network settings, operating systems, and MS Office applications.
• Ability to type 50+ WPM.

Desired

• Experience with Intune, Microsoft Authenticator, mobile certificates, and device compliance controls.
• Strong customer service skills.
• Associate degree or bachelor’s degree in information technology or a 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 is highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, and 27001 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 from 2018 through 2025.