Desktop Support Analyst

Edgewater Federal Solutions•Washington, DC

16h•Onsite

About The Position

Edgewater is seeking a Desktop Support Analyst with strong experience to serve as part of a Tier 2/3 organization. This candidate position will be in support of the Federal Reserve Board’s Desktop Support team and the analyst who fills this position will be required to work a set 1st shift schedule Monday - Friday.

Requirements

US Citizenship Required
BS/BA in Information Systems, Computer Science or related field is highly desirable
A+, MCDST, MTA, MOS, or similar certification is preferable
At least 5 years of overall IT experience, including a minimum of 5 years of experience providing general desktop support with previous experience opening and maintaining support cases via enterprise IT service management, e.g. ServiceNow
At least 5 years’ experience with hands-on computer and printer hardware troubleshooting and support.
Familiar with hardware component troubleshooting (motherboards, hard drives, RAM, etc).
Experience working with OEM tech support, such as initiating tech support tickets and coordinating returns and exchanges with vendors.
Experience with HP Warranty portal preferred.
Experience with inventory management and logistical support.
Working knowledge in hardware asset management in ServiceNow is preferred.
At least 5 years’ experience in installing, configuring, and supporting Microsoft Windows 10/11 operating systems on laptops and desktop computers in a client/server environment.
At least 5 years’ experience in supporting common applications, such as Microsoft 365; proficiency with imaging solutions for hardware deployment

Nice To Haves

Intune experience preferred.
Experience with HP Warranty portal preferred.
Working knowledge in hardware asset management in ServiceNow is preferred.

Responsibilities

Provide high level executive service to all clients.
Strong interpersonal and communication skills and can work with people at various levels of the organization.
This position will interface with clients via phone, Teams, e-mail, and in-person.
Demonstrated ability to concisely summarize and document client issues is required.
Planning and executing activities using Excel and SharePoint.
Excel skills should include how to use formulas including lookups and conditional statements
Knowledge of smartphone support and administration, e.g. iPhones and iPads.
Intune experience preferred.
Strong skills using Service Now to create dashboards and queries to manage queues.
Strong Level 1 network and VPN diagnosis and troubleshooting skills.
Demonstrated analytical and problem-solving skills.
Demonstrate strong technical knowledge with asset management experience.
Will interface with internal customers and various technical support teams.
Demonstrated ability to follow standard operating procedures and processes is essential, including attention to detail in documentation procedures.
This position may require on-call rotation responsibility for emergency hardware issues, occasional travel, weekend, and/or overtime work.