End User Support Technician

Edgewater Federal Solutions is seeking an End User Support Technician to support the IT program at a major national laboratory. You will provide end-user support with processes for managing and delivering services that are ITIL conformant. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Install, troubleshoot, repair and upgrade Windows, Linux and UNIX operating systems.
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current team procedures & system configurations & maintaining the team documentation library & change management schedules.
• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user's problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & where ever available in the repair customer issues within target time limits
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system
• Ensure system is appropriately secured (case is locked, system password protected, etc.)
• Complete site specific preventative maintenance checklist
• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints
• Meet required productivity expectations, including Technology Services metrics
• Meet all performance service level targets
• Make every attempt, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions & assist other technicians when call volume is low
• Contribute to the knowledge-base through research of articles, training courses attended, on the job learning, etc.
• Participate in IT projects
• Achieve & maintain knowledge of all applicable site procedures
• Exercise appropriate workflow & time management

• Associates Degree in Computer Science, Information Systems, or other related field and minimum 4 years' experience in IT support
• In lieu of a degree, additional relevant experience may be applicable
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• 3+ years' experience working with, troubleshooting and fixing Linux and UNIX operating system(s).
• Skilled in working with computer hardware
• Experience in configuring, installing, & managing endpoint computing system applications.
• Formal customer service experience & technical training will be required.
• Experience supporting and troubleshooting Red Hat and Ubuntu Operating Systems
• Experience with equipment & software installation & upgrades.

Desired:

• IT Certifications to include Red Hat ,CompTia, Red Hat, Microsoft or Apple Certifications
• Five+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including an extensive working knowledge of PC operations including hardware, operating systems & network settings.
• Experience leading technical support teams
• Experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system. Familiar/Experience in endpoint system troubleshooting in an ITIL service oriented environment.
• Experience with Windows or Mac Operating systems
• Current Dept. of Energy clearance, L or Q (preferred). DoD clearance also acceptable.

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 2024.

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.