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Edgewater Federal Solutions, Inc. · 4 days ago

IT Customer Support Specialist 3

Los Alamos, NM

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD, seeking an IT Customer Support Specialist to support a major national laboratory. The role involves serving as a primary point of contact for users experiencing technical issues related to authentication and access, requiring strong communication skills and technical expertise.

Information ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide front-line support for user authentication issues, including login problems, credential management, and access to Laboratory systems

Deliver timely resolution of technical problems or escalate complex issues to appropriate technical teams

Maintain clear and consistent communication with customers, including case status updates and resolution timelines

Generate and distribute weekly reports on credential usage statistics to management and stakeholders

Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction

Create, document, and implement standard operating procedures and customer service guidelines for credential issuance support

Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively

Exercise significant judgement in determining objectives and methods for new assignments and improving workflows

Qualification

Customer-facing IT supportAuthenticationAccess managementIncident management systemsIT support certificationsTechnical report generationFile managementCollaboration toolsProblem-solving skillsWritten communication skillsVerbal communication skills

Required

8 years of demonstrated experience in customer-facing IT support roles, particularly in authentication and access management

U.S. Citizenship is required per contract. Must possess an Active Q clearance or Top Secret clearance

Experience with incident management systems and applications

Basic computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management)

Strong problem-solving skills and the ability to work independently in a fast-paced environment

Excellent written and verbal communication skills

Experience with documenting procedures and generating technical reports

Proven ability to manage multiple priorities and provide timely updates to stakeholders

Operate with minimal supervision and may coordinate the activities of other support personnel

Preferred

Certifications in IT support, cybersecurity, or related fields

Degree in computer science or IT related field

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