Classified Support Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Classified Support Technician to support a major national laboratory. The role provides in-depth procedural and technical end-user support, resolving incidents, service requests, and problems involving hardware and software computing devices, including mobile equipment. Support also covers multi-user rooms such as classrooms and Skype rooms, as well as video and collaborative technologies. The technician provides phone, chat, email, instant messaging, and deskside support; documents work in ticketing and knowledge systems; and dispatches or escalates issues when appropriate. The role works with other IT teams to develop, test, and implement commercial and internal solutions, assists cross-functional teams with IT issues across supported platforms, and may take on other Service Desk duties after training. Success requires meeting productivity, service-level, and customer-satisfaction expectations while maintaining positive working relationships.

Requirements

High school diploma and at least two years of directly related experience demonstrating the knowledge, skills, and ability to perform the duties; relevant experience may substitute for education and vice versa.
Ability to obtain and maintain a U.S. Department of Energy clearance.
U.S. citizenship required.
Working knowledge of PC hardware, network settings, operating systems, and Microsoft Office applications.
At least six months of customer help desk experience.
Intermediate-to-expert virtual desk expertise related to equipment connectivity for computing customers.
Ability to type at least 35 words per minute.

Nice To Haves

Experience in the current customer environment.
Associate or bachelor's degree in information technology or a related discipline.
Experience with ServiceNow.
Experience with KCS methodology.
Ability to type 50 or more words per minute.
Any additional requirements determined by the Service Manager.

Responsibilities

Provide in-depth procedural and technical computer end-user support with a high level of customer satisfaction.
Support users through inbound phone calls, chat, email, instant messaging, deskside support, and other available tools.
Resolve incidents and service requests involving hardware and software, including mobile devices, multi-user rooms, video, and collaborative technologies.
Dispatch service requests and escalate issues to appropriate support contacts when necessary.
Promote internal education and assist with additional Service Desk responsibilities after completing training.
Partner with other IT teams to develop, test, and implement commercially and internally developed solutions.
Assist cross-functional teams in resolving IT issues across supported platforms.
Document required information in the ticketing system and knowledgebase, and contribute to in-house knowledge.
Resolve requests and issues within specified timelines and meet productivity, SLA, and customer-satisfaction expectations.
Work independently while maintaining productivity and positive relationships with peers, cross-functional teams, and leadership.
Perform other duties as assigned.