Windows Desktop Support Technician

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. Founded in 2002, the company supports customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater 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 from 2018 through 2025.

About the role

The Windows Desktop Support Technician provides second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both unclassified and classified environments across the general campus, including high-security buildings (HSBs). Supported operating systems include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). Supported hardware includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Responsibilities

• Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met.
• Troubleshoot system problems and complete repairs in a timely and efficient manner, ensuring minimal recurrence of issues.
• If unable to repair on initial visit, validate the user’s problem and provide a temporary workaround to allow the customer to continue working until the system is repaired.
• Effectively use remote assistant tools, knowledge base, and other resources to diagnose and resolve customer issues within target time limits.
• Provide regular communication to the customer regarding repair or installation status, including notification when repairs are complete.
• Communicate appropriate advice and techniques to help customers avoid future incidents of a similar nature.
• Document all required information into the ticket tracking system.
• Ensure systems are appropriately secured (e.g., case locked, password protected).
• Complete site-specific preventative maintenance checklists.
• Escalate issues to appropriate IT support if the problem cannot be resolved within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics and performance service level targets.
• Resolve service requests remotely whenever possible.
• Partner with team members to communicate new solutions and assist other technicians when volume is low.
• Contribute to the knowledge base (KB) through research, training, and on-the-job learning.
• Participate in IT projects, create and maintain knowledge, and exercise appropriate workflow and time management.
• Perform other duties as assigned.

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.
• Must be able to obtain and maintain a U.S. Department of Energy Clearance.
• U.S. Citizenship is required.

Skills

• Working knowledge of PC operations, including hardware, network settings, operating systems, and MS Office applications.
• 6 months of customer help desk experience.
• Intermediate to expert virtual desktop expertise (related to equipment connectivity for computing customers).
• Ability to type 35 WPM (50+ WPM preferred).
• Experience in the current customer environment (desired).
• Associate’s or bachelor’s degree in information technology or a related discipline (desired).
• Experience with ServiceNow and KCS methodology (desired).
• Relevant certifications such as A+, NET+, ACMT, Microsoft Fundamentals, ITIL v4 Foundations, KCS Foundations, CompTIA Certifications, ACSP, or JAMF Certs (desired).