Apply on Employer Site

Edgewater Federal Solutions, Inc. · 5 days ago

End User Support Technician

Albuquerque, NM

Full-time

Onsite

Entry, Mid, Senior Level

1+ years exp

Edgewater Federal Solutions, Inc. is a government contracting firm located in Frederick, MD, seeking an End User Support Technician to provide essential support to a major national laboratory. The role involves managing service requests, troubleshooting hardware and software issues, and ensuring effective communication with users while adhering to ITIL® processes.

Information ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded

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 & wherever available in the repair customer issues within target time limits

Provide the 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

If needed, 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 Field Service Team metrics

Meet or exceed all performance service level targets

Make every attempt, when appropriate, to resolve service requests remotely

Partner with team members to communicate new solutions and assist other technicians when call volume is low

Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc

Participate in IT projects

Strive to achieve & maintain knowledge of all applicable site procedures

Exercise appropriate workflow & time management

Provide adequate notice for planned absences (two weeks preferred)

Other duties assigned as necessary

Qualification

End-user supportITIL® processesRemote assistance toolsKnowledge base contributionTime management

Required

High School Degree and 1 year related experience for End User Support Specialist I

U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance for End User Support Specialist I

High School Degree and 2 years related experience for End User Support Specialist II

U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance for End User Support Specialist II

AA/AS Degree and 3 years related experience for End User Support Specialist III

In lieu of a degree, an additional 3 years of relevant experience is needed, totaling 6 years for End User Support Specialist III

U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance for End User Support Specialist III

AA/AS Degree and 5 years related experience for End User Support Specialist IV

In lieu of a degree, an additional 5 years of relevant experience is needed, totaling 8 years for End User Support Specialist IV

U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance for End User Support Specialist IV

Company

Edgewater Federal Solutions, Inc.

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.

Founded in 2002

Ijamsville, Maryland, USA

501-1000 employees