Service Desk Technician

Responsibilities

• Deliver remote IT support
• Create, maintain, and use knowledge articles
• Perform basic troubleshooting to resolve, capture, report, or route incidents and requests
• Provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction
• Resolve basic issues remotely that have been reported by the customer
• Upon completing additional training, you will move to resolve more complex issues
• Provide comprehensive Phone & Chat 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
• Upon completing additional training, assist in various scopes of the Service Desk as needed by the business
• Resolve more complex hardware & software problems utilizing this additional training & expertise
• Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms
• Efficiently & accurately identify the customer’s specific information
• Appropriately document all required information into the ticketing system & the knowledgebase
• Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline
• Meet required productivity expectations, including Service Center metrics
• Rout & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints
• Maintain & contribute to the in-house knowledgebase
• Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current
• Possess the capacity to work independently & effectively while maintaining positive productivity levels
• Maintain a positive relationship with fellow peers, cross functional teams & leadership
• Participate in After-Hours Support rotations, as needed (on call)

Qualifications

• HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• Must be US Citizen
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• Required: Related experience may be substituted for relevant education and vice versa
• 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.