Help Desk Support Technician

Edgewater Federal Solutions, Inc.•Washington, DC

7h•$60,000 - $85,000•Onsite

About The Position

Edgewater Federal Solutions is currently seeking a talented, professional Help Desk Support Technician to join a team supporting the Department of Energy, in the Washington, DC area, in an ONSITE work environment. The Help Desk Support Technician provides technical support, troubleshoots and resolves issues with software applications and computer hardware for users, either remotely (phone, chat, email) or in person. This position requires US Citizenship.

Requirements

US Citizenship
Ability to obtain a U.S. Government security clearance
Bachelor’s degree in computer science, information technology, or a related field or at least two years of experience as a Help Desk Technician or in a technical support role.
Strong technical background.
Excellent analytical and troubleshooting skills.
Ability to work under pressure.
Strong writing ability.
Strong customer service skills.
Excellent leadership and people management skills.
Strong customer service skills.
Ability to support multiple Washington D.C. area locations

Nice To Haves

Experience supporting U.S. Government clients

Responsibilities

Provide high-quality end-user support in person and remotely (email, phone, Teams) for databases and applications created by EHSS
Provide high-quality end-user support in person and remotely (email, phone, Teams) for logistical, network and COTS hardware and software matters
Record requests, incidents, and status information using the EHSS ticketing system. Report on those results as requested.
Manage escalations and ensure any issues are resolved in a timely manner.
Make recommendations to improve operational efficiency.
Provide all reporting and other information, planned and ad hoc, as requested by help desk leadership
Support EHSS teleconferencing needs
Maintain IT hardware inventory records
Respond to data calls as requested.
Manage the EHSS system outage notification process.
Escalate user issues to Tier 2 support personnel, as needed.
Other duties may be assigned.