Apply on Employer Site

Edgewater Federal Solutions, Inc. · 22 hours ago

Senior Help Desk Specialist

Albuquerque, NM

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. This role is responsible for ensuring effective service delivery and proactive stakeholder engagement while supporting a large team of engineering professionals.

Information ServicesInformation TechnologyProfessional Services

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract

Serve as the first point of contact for troubleshooting hardware and software issues across all types of computer systems (PC and Mac) and printer problems

Offer escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as needed

Act as a routine contact point, receiving and handling requests for support; respond to a broad range of service requests by providing information to fulfill requests or enable resolution

Apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk

Analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation

Utilize extensive customer environment experience to conceptualize, construct, test, implement, and operate integrated infrastructure solutions

Recommend training plans and lead continuous improvement activities to enhance service delivery

Document and label all support interactions, maintaining accurate records of issues and resolutions in the customer’s ticketing system

Maintain a safe and efficient work environment by adhering to best practices and procedures when providing technical support

Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction

Qualification

ServiceNow ExperienceService Delivery OperationsData LiteracyCritical ThinkingCustomer ExperienceDocumentation ManagementRequirements GatheringServiceNow CertificationITIL KnowledgeAdvanced Analytics ToolsAdvanced Confluence ExpertiseGovernment Environment ExperienceAgile MethodologiesVIP Support BackgroundCommunication SkillsTeam Collaboration

Required

Associates degree in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job

Candidate can start uncleared but must have the ability to obtain a DOE Q Clearance

Must be US Citizen

Candidate must reside in the Albuquerque as onsite work is required on a weekly basis, possible working offsite 1 day per week

ServiceNow Experience – 2+ years working with ITSM modules (Incident, Service Request, Problem Management)

Service Delivery Operations – Experience managing incident and request workflows, ensuring timely resolution, customer follow-through, and accountability

Critical Thinking & Problem Solving – Strong analytical skills to diagnose issues, identify root causes, and resolve customer concerns

Data Literacy & Analysis – Ability to analyze ServiceNow data to identify trends and drive service improvements

Customer Experience & Stakeholder Engagement – Proven ability to deliver high-touch, proactive service while building trusted relationships

Documentation & Knowledge Management – Ability to create and maintain clear, accurate documentation in ServiceNow and Confluence for operational use and team training

Requirements Gathering – Experience working with customers to translate needs into actionable service or process improvements

Communication Skills – Able to clearly translate technical concepts for technical and non-technical audiences

ITIL Knowledge – Working understanding of ITSM and service delivery best practices

Team Collaboration – Actively contributes to shared outcomes, continuous improvement, and knowledge sharing

Preferred

ServiceNow Certification (CSA or similar)

Advanced Analytics Tools – Power BI, Tableau, SQL, or similar

Advanced Confluence Expertise – Designing spaces, establishing documentation standards, and improving information architecture

Experience in Government or National Lab Environments

Experience with Agile or Lean-IT Methodologies

VIP / Executive Support Background

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