Senior End User Support Specialist

Edgewater Federal Solutions • Albuquerque, NM

5d • Onsite

About The Position

Edgewater Federal Solutions is seeking a Senior End User Support Specialist to support a major national laboratory. This role involves providing essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems. The specialist will monitor, install, and maintain personal computers, laptops, software, and networks, responding to user requests and conducting diagnostic evaluations. Key responsibilities include implementing corrections, training users, installing and supporting approved PC software, and performing upgrades. The role also requires maintaining logs and inventory of equipment repairs, assisting in administering computer platforms, and helping resolve operational problems. Support for the agency's Local Area Network (LAN) Administrator with server maintenance and administration is expected, requiring general knowledge of network products like Novell, CISCO, and UNIX. In the Linux/Classified environment, the specialist will review computer systems, prepare reports, develop functional requirements, configure and maintain systems, analyze performance, and establish security controls. Interaction with business segments to understand their needs, collecting user requirements, defining project plans, and conceptualizing infrastructure solutions are also part of the role. The position includes providing recommended training plans and leading continuous improvement activities while coaching team members.

Requirements

• AA in Computer Science related field or equivalent experience in lieu of degree must be directly related experience that demonstrate the knowledge, skills, and ability to perform the duties with minimum of three (3) years of related experience
• Must have an active DOE Q Clearance and maintain, for onsite support
• Must be able to obtain an SCI Clearance and maintain, for onsite support
• Must be willing to take and pass a Polygraph, if necessary
• US Citizenship is Required
• Experience with computer desktop builds/rebuilds for networked and standalone environments
• Familiarity with network protocols, network management technologies, and network troubleshooting
• Skill utilizing software diagnostic tools and the ability to conduct appropriate troubleshooting processes and conduct appropriate upgrades
• Ability to understand the application and utilization of software packages, maintain accurate records
• Experience with Linux system administration
• Ability to research, assemble, and evaluate information or data regarding industry practices or applicable regulatory changes and recommend sound, practical solutions to complex issues
• Ability to define systems requirements based on user/client needs, cost, and required integration with existing applications, systems, or platforms
• Ability to define technical standards and functionality tests, and to develop specifications, prototypes, or initial user guides
• Excellent customer service and communication skills with customers and vendors
• Ability to work well in a collaborative team environment
• Collects, defines, and organizes detailed user requirements; defines, plans and deliverables for assigned projects; understands and complies with project budgets; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans

Nice To Haves

• Experience with Cyber Security interface and requirements
• Windows System Administration in a large corporate environment, at least 2-4 years
• Familiarity of Classified Network Application Request System (CNARS) process
• Prior working experience with Sandia infrastructure
• Experience working with lab and tester-based systems, including unclassified and classified data backup solutions
• Organized individual with self-drive to complete tasks
• Familiar with VMware / Virtual Machine environment

Responsibilities

• Provide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems.
• Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations.
• Implement corrections and train users in the proper operation of systems and programs.
• Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage.
• Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems.
• Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX.
• In the specialized Linux/Classified environment, review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware.
• Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements.
• Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation.
• Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements.
• Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters.
• Install and troubleshoot IT resources including desktops, desk phones as well as establish, and manage user accounts, upgrade, and patch software, and perform backup, storage, and recovery tasks.

Benefits

• ISO 9001, 20000-1, 270001 certified
• CMMI Level 3 Maturity for Development and Services
• Named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025
• Equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree