IT Customer Support Specialist 3

Edgewater Federal Solutions, Inc. • Los Alamos, NM

10d

About The Position

Edgewater Federal Solutions is seeking an IT Customer Support Specialist to support a major national laboratory. As an IT Customer Support Specialist, you will serve as a primary point of contact for users experiencing technical issues related to authentication and access on Laboratory networks. This is a customer-facing position that requires strong communication skills, technical expertise, and a commitment to delivering exceptional service in support of the Laboratory’s mission.

Requirements

• 8 years of demonstrated experience in customer-facing IT support roles, particularly in authentication and access management.
• U.S. Citizenship is required per contract. Must possess an Active Q clearance or Top Secret clearance
• Experience with incident management systems and applications.
• Basic computer and application literacy (Microsoft Office, Collaboration & Communication tools and File Management).
• Strong problem-solving skills and the ability to work independently in a fast-paced environment.
• Excellent written and verbal communication skills.
• Experience with documenting procedures and generating technical reports.
• Proven ability to manage multiple priorities and provide timely updates to stakeholders.

Nice To Haves

• Certifications in IT support, cybersecurity, or related fields.
• Degree in computer science or IT related field

Responsibilities

• Provide front-line support for user authentication issues, including login problems, credential management, and access to Laboratory systems.
• Deliver timely resolution of technical problems or escalate complex issues to appropriate technical teams.
• Maintain clear and consistent communication with customers, including case status updates and resolution timelines.
• Generate and distribute weekly reports on credential usage statistics to management and stakeholders.
• Develop and maintain strong working relationships with internal customers to ensure high levels of satisfaction.
• Create, document, and implement standard operating procedures and customer service guidelines for credential issuance support.
• Apply broad technical experience and professional judgment to resolve complex issues creatively and effectively.
• Exercise significant judgement in determining objectives and methods for new assignments and improving workflows.
• Operate with minimal supervision and may coordinate the activities of other support personnel.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees