Help Desk/Desktop Support Analyst

Edgewater Federal Solutions•Washington, DC

7d•Onsite

About The Position

Edgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to serve as a Desktop Support Analyst supporting our federal client. This full-time, onsite position is based in Washington, D.C. and works a set first-shift schedule, Monday through Friday. The analyst will operate within a Tier 2/3 desktop support organization, interface with internal customers and technical support teams, and deliver high-level executive service. The role may require on-call rotation for emergency hardware issues, occasional travel, weekend work, and overtime. Period of Performance 9/14/26 – 12/31/26 with the possibility of an additional 12-month extension.

Requirements

U.S. citizenship is required.
At least five years of overall IT experience, including at least five years providing general desktop support and opening and maintaining cases in an enterprise IT service management platform such as ServiceNow.
At least five years of hands-on computer and printer hardware troubleshooting and support, including hardware component diagnosis.
Experience working with OEM technical support, including opening tickets and coordinating returns and exchanges.
Experience with inventory management and logistical support.
At least five years installing, configuring, and supporting Microsoft Windows 10 and 11 on laptops and desktop computers in a client/server environment.
At least five years supporting common applications, including Microsoft 365, and proficiency with imaging solutions used for hardware deployment.
Experience providing high-level executive service to clients.
Strong interpersonal, written, and verbal communication skills, with the ability to work effectively with people at all organizational levels and concisely summarize and document client issues.
Proficiency planning and executing activities in Excel and SharePoint; Excel skills must include formulas, lookups, and conditional statements.
Knowledge of smartphone support and administration, including iPhones and iPads.
Strong ServiceNow skills, including creating dashboards and queries to manage support queues.
Strong Level 1 network and VPN diagnosis and troubleshooting skills.
Demonstrated analytical and problem-solving skills.

Nice To Haves

Experience with the HP Warranty portal is preferred.
Working knowledge of ServiceNow hardware asset management is preferred.
Microsoft Intune experience is preferred.
BS/BA in Information Systems, Computer Science, or a related field is highly desirable.
A+, MCDST, MTA, MOS, or a similar certification is preferred.

Responsibilities

Provide Tier 2/3 desktop support for laptops, desktop computers, printers, smartphones, and related peripherals.
Open, maintain, document, and resolve support cases using ServiceNow while following established operating procedures and documentation standards.
Troubleshoot computer and printer hardware, including motherboards, hard drives, RAM, and other components.
Initiate OEM technical support tickets and coordinate hardware returns, warranty service, and vendor exchanges.
Support hardware inventory, logistics, imaging, deployment, and asset management activities.
Install, configure, and support Microsoft Windows 10 and 11 and common Microsoft 365 applications in a client/server environment.
Provide Level 1 network and VPN diagnosis and troubleshooting.
Plan and execute support activities using Excel and SharePoint, including formulas, lookups, and conditional statements.
Communicate with clients by phone, Teams, email, and in person, and concisely document client issues and resolutions.