Note: The job is a remote job and is open to candidates in USA. Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD, seeking a Service Desk to support a major national laboratory. The role involves providing Tier 1 service desk support with a focus on first call resolution and excellent customer experience.
Responsibilities
- Log and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customers
- Troubleshoot and resolve low to mid - complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as needed
- Process account and certificate requests following documented procedures; provide support for access to server and cloud resources as directed
- Assist users with email setup, mobile device configuration, and synchronization needed for business operations
- Escalate issues that cannot be resolved within scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool
Skills
- Provide Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on first call resolution, shift-left, and excellent customer experience
- Log and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customers
- Troubleshoot and resolve low to mid - complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as needed
- Process account and certificate requests following documented procedures; provide support for access to server and cloud resources as directed
- Assist users with email setup, mobile device configuration, and synchronization needed for business operations
- Escalate issues that cannot be resolved within scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool
- Technology & Tools: ServiceNow/ Freshworks , ACD/IVR, Windows 10/11, macOS, Microsoft 365 (Outlook/Teams), common browsers, mobile (iOS/Android)
- Associate's degree /technical training preferred or equivalent experience
- Minimum of 1 year experience or 0-1 year with Technical Degree or AA/technical training + strong aptitude
- Remote support tools
- Azure AD/Entra ID basics
- MFA/HSPD-12 awareness
- Basic networking
Benefits
- Vacation, Sick Leave & Holiday Pay
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability, Life Insurance, and AD&D
- Flexible Spending Accounts
- 401K with employer matching contribution
- Tuition and Education Reimbursement
- Exercise Reimbursement
- Tech Reimbursement
- Employee Assistance Program
- Opportunities for professional development and growth
- Collaborative and dynamic work environment
Company Overview
Edgewater Federal Solutions was founded in 2002 with the mission of being the best IT consulting company possible for our government clients, our contracting partners and our employees. It was founded in 2002, and is headquartered in Ijamsville, Maryland, USA, with a workforce of 501-1000 employees. Its website is https://www.edgewaterit.com/.
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