Senior End User Support Specialist

Edgewater Federal Solutions, Inc.•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. They will implement corrections, train users, and support the agency's Local Area Network (LAN) Administrator with server maintenance. In specialized environments, the role includes reviewing computer systems, developing functional requirements for hardware acquisitions, and configuring, operating, and maintaining information processing and telecommunications systems. The position also involves interacting with business segments to understand their needs, defining project plans, and conceptualizing and implementing infrastructure solutions. Additionally, the specialist will provide recommended training plans and lead continuous improvement activities, 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.