Senior Help Desk Specialist

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support a major national laboratory. The ideal candidate shall demonstrate confidence in learning and adopting new technologies, effectively communicate complex ideas, and collaborate with IT development teams within an agile framework. This role involves providing superuser, technical, and system administration support for the IBM Maximo COTS software system, including interface creation/improvement, SQL query development, Maximo configuration, and custom electronic notification system design. The specialist will also handle data collection and reporting, support Zebra Industrial printers, and resolve software and process issues. Additional responsibilities include maintaining SharePoint sites, managing assets in Maximo, processing customer service requests, researching equipment status, developing documentation, conducting user training, and providing one-on-one coaching. The role requires independent work, taking on new challenges, developing complex projects, recognizing areas for improvement, and implementing changes. The Senior Help Desk Specialist may also facilitate meetings in the absence of the Calibration Lead.

Requirements

AS in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
Must be able to obtain and maintain a DOE Security Clearance.
Must be US Citizen.
Minimum of two years of experience working with data structures and understanding their interrelationships.
Minimum of two years of working knowledge (writing queries, execution of queries) of Structured Query Language.
Minimum two years of experience in working with customers and the IT team in identifying and troubleshooting software issues.
Experience in maintaining/designing SharePoint sites.
Minimum of one year of experience in initiating, developing, and executing projects, to include communicating with stakeholders and sponsors.
Experience in facilitating meetings with stakeholders, sponsors, leads, and engineers.
Minimum of one year of experience supporting users and end-to-end processes for a large COTS software package.
Demonstrated excellence in teaming, interpersonal, communication, and organizational skills.

Nice To Haves

Oracle and SQL are preferred.
Understanding of the PSL workflow process.
Familiar with DB stored procedures.
Knowledge of web page coding (HTML, ASP, CSS, Java) etc.
In-depth knowledge of Computerized Maintenance Management System (CMMS) (i.e. Maximo).
Knowledge of using Maximo Integration Framework (MIF).
Ability to create reports and graphs using Microsoft SQL Server Reporting Services (SSRS) or similar web reporting tool.
Experience with Microsoft SharePoint and Subscriptions.
Experience with Agile.
Experience with utilization of a KanBan Board.
Experience of Zebra Programming Language (ZPL II).
Ability to configure/troubleshoot/repair Zebra Industrial Printers.
Documented success in training users and developing training materials.
Demonstrated success in meeting deliverables on schedule.
Experience in the use of other large COTS software packages.
Must be able to work in a team environment and communicate effectively to the business and IT.

Responsibilities

Assist the Primary Standards Lab (PSL) with superuser, technical, and system administration support of the IBM Maximo Commercial Off-the-shelf (COTS) software system.
Create/improve Maximo interfaces.
Develop SQL queries.
Configure Maximo.
Design/maintain custom electronic notification systems (i.e. Recall, Out of Tolerance).
Provide data collection and reporting for Maximo.
Provide technical and programming support for Zebra Industrial printers.
Triage and resolve software and process issues.
Maintain/design SharePoint sites in support of calibration activities.
Create and manage assets within Maximo.
Process a large volume of customer service requests varying from answering general questions to data entry.
Research the status of equipment as requested.
Perform data research.
Develop documentation.
Conduct user training and provide user guides.
Provide one-on-one coaching in the use of Maximo.
Learn and adopt new technologies.
Explain complex ideas to others.
Work with the IT development team using an agile approach.
Work independently and take on new challenges.
Develop projects that involve complex thinking to execute.
Recognize areas of improvement and implement changes.
Facilitate various meetings in the absence of the Calibration Lead.