IT Systems & Application Support Engineer

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking an IT Systems & Application Support Engineer to support a major national laboratory. The role combines end-user IT support and systems administration with application development and support. The successful candidate is expected to be proficient in custom programming, commercial off-the-shelf application configuration and customization, report development, DevOps, scripting, and testing. The position provides support for approved Windows and macOS operating systems and a broad range of computing devices, peripherals, and related systems. It also includes managing and maintaining servers, operating systems, user accounts, backups, and system documentation; supporting infrastructure upgrades; and designing, developing, integrating, and troubleshooting software applications. The position requires U.S. citizenship and the ability to obtain and maintain a DOE Security Clearance.

Requirements

Bachelor of Science degree in a relevant discipline and at least one year of directly related experience demonstrating the knowledge, skills, and ability to perform the job duties.
Must be a U.S. citizen.
Must be able to obtain and maintain a DOE Security Clearance.
Windows and macOS support and administration.
Hardware, software, and printer troubleshooting.
Microsoft 365/Office and Outlook account support.
Remote and onsite technical support.
User training and technical documentation.
Ticket management and customer service.
Data security, PII/PHI compliance, and device remediation.

Responsibilities

Provide white-glove support for approved versions of Microsoft Windows and macOS across laptops, desktops, mobile devices, thin and zero clients, DaaS and virtual-desktop infrastructure, peripherals, conference room displays, office and label printers, and miscellaneous medical clinic hardware.
Provide on-the-spot and virtual support, perform diagnostic evaluations, implement corrections, and train users in the proper operation of systems and programs.
Provide remediations and/or request extensions or exemptions related to network disconnection notices.
Support installation of approved PC software; upgrade computer platforms; train office staff; and maintain logs and inventory of equipment repairs.
Support Microsoft Office products, including maintenance of Outlook entity accounts.
Support authentication tools such as Global Protect and Zscaler.
Provide basic-to-advanced systems administration for Windows and macOS.
Respond promptly to assigned service requests, meet or exceed standard performance requirements, and escalate tickets when unable to resolve them.
Communicate regularly with customers about repair and installation status, including when repairs are complete.
Wipe computers that have processed Personally Identifiable Information (PII) and Protected Health Information (PHI) before sending them for reapplication.
Prepare reports concerning hardware and develop specifications and recommendations for hardware acquisitions.
Manage, configure, and maintain servers and operating systems.
Monitor system performance and ensure high availability and reliability.
Manage user accounts and permissions.
Perform backups and recovery and plan for disaster recovery.
Develop and maintain documentation for systems, configurations, training, and procedures.
Support deployment of hardware and infrastructure upgrades.
Design, develop, and maintain software applications.
Analyze business requirements and translate them into technical specifications.
Write, test, debug, and optimize code.
Integrate applications with databases, APIs, and other systems.
Participate in code reviews and ensure adherence to development standards.
Collaborate with stakeholders, including product managers, QA teams, and system administrators.
Troubleshoot and resolve application-level issues in production environments.
Mitigate application cybersecurity vulnerabilities.