SWIFT Mobility Technician

About the role

Edgewater Federal Solutions is seeking a SWIFT Mobility Technician to support the IT program at a major national laboratory. The 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 phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Provide comprehensive walk-up, phone, or chat support for the efficient resolution of incidents and requests of end-users.
• Partner with other IT teams in the development, testing, and implementation of commercially and internally developed solutions.
• Assist in various scopes of the Service Desk as needed by the business.
• Resolve more complex hardware and software problems utilizing additional training and expertise.
• Assist the IT Field Techs and cross-functional teams in the resolution of IT-related issues for all supported platforms.
• Efficiently and accurately identify the customer’s specific information.
• Appropriately document all required information into the ticketing system and 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 metrics.
• Route and dispatch the service request to the appropriate IT support group or next-level technician for resolution if the problem cannot be handled within defined time constraints.
• Create and maintain the in-house knowledgebase.
• Possess the capacity to work independently and effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross-functional teams, and leadership.
• Perform other duties as assigned.

Requirements

• High School Diploma and a minimum of 2 years 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 and maintain a U.S. Department of Energy Clearance.
• U.S. Citizenship is required.
• Working knowledge of mobile and PC operations, including hardware, network settings, operating system, and MS Office applications.
• 6 months of customer help desk experience.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customers).
• Ability to type 35 WPM.

Qualifications (Desired)

• Associate’s Degree or bachelor’s degree in information technology or a related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• 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.