Classified Support Technician

Overview

Edgewater Federal Solutions is seeking a Classified Support Technician to help support a major national laboratory. 

The qualified candidate shall 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, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. The candidate shall provide tactical-support personnel for the services described below.

Responsibilities

• The responsibility of a Classified Support Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction
• Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
• In some cases, the technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
• The technician will be capable & effective in promoting internal education.
• Provide comprehensive Phone, Chat, and Deskside 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
• Assist cross-functional teams, in the resolution of IT related issues for all supported platforms
• Appropriately document all required information into the ticketing system & the knowledgebase.
• Resolve service requests, or issues, as appropriate within the specified timeline.
• Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction
• Create & contribute to the in-house knowledge.
• Possess the capacity to work independently & effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership
• Other duties assigned as necessary.

Qualifications

• HS Diploma and a minimum 2 year, or more, 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.
• Must have an Active DOE Q Security Clearance

Required Skills:

• 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 Skills:

• 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. #LI-VA1

Responsibilities

- The responsibility of a Classified Support Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction
- Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
- In some cases, the technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
- The technician will be capable & effective in promoting internal education.
- Provide comprehensive Phone, Chat, and Deskside 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
- Assist cross-functional teams, in the resolution of IT related issues for all supported platforms
- Appropriately document all required information into the ticketing system & the knowledgebase.
- Resolve service requests, or issues, as appropriate within the specified timeline.
- Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction
- Create & contribute to the in-house knowledge.
- Possess the capacity to work independently & effectively while maintaining positive productivity levels.
- Maintain a positive relationship with fellow peers, cross functional teams & leadership
- Other duties assigned as necessary.