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Edgewater Federal Solutions, Inc. · 1 day ago

Mac Service Technician

Albuquerque, NM

Full-time

Hybrid

Entry Level

2+ years exp

Edgewater Federal Solutions is a privately held government contracting firm seeking a Mac Service Technician to support the IT program at a major national laboratory. The successful candidate will provide technical support for hardware and software issues, ensuring high customer satisfaction and collaboration with other IT teams.

Information ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide comprehensive Phone & Chat 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

Qualification

PC operationsCustomer help desk experienceVirtual desk expertiseServiceNowKCS methodologyTyping 35 WPMTyping 50+ WPMInformation technology degree

Required

HS Diploma and a minimum 2 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties

Ability to obtain & maintain a U.S. Dept. of Energy Clearance

U.S. Citizenship is required

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

Preferred

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

Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager

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