Senior Help Desk Specialist

Edgewater Federal Solutions, Inc.•Albuquerque, NM

33d•Onsite

About The Position

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. The team focuses on end-to-end service delivery, with high-touch support as one core component. This role will support approximately 5,000+ engineering professionals. This position is responsible for ensuring services are delivered effectively from request through resolution and continuous improvement. While the role includes hands-on incident and request support, it extends beyond traditional Service Desk functions to include proactive stakeholder engagement, requirements gathering, knowledge management, and data-driven service improvement. This role owns service delivery outcomes, not just ticket execution. Success requires strong customer engagement, disciplined follow-through, and the ability to use ServiceNow data and documentation to improve service quality and consistency over time. High-touch support in this context means anticipating needs, managing work through completion, documenting solutions for reuse, and building trusted advisor relationships.

Requirements

Associates degree 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.
Candidate can start uncleared but must have the ability to obtain a DOE Q Clearance
Must be US Citizen
Candidate must reside in the Albuquerque as onsite work is required on a weekly basis, possible working offsite 1 day per week
ServiceNow Experience – 2+ years working with ITSM modules (Incident, Service Request, Problem Management)
Service Delivery Operations – Experience managing incident and request workflows, ensuring timely resolution, customer follow-through, and accountability
Critical Thinking & Problem Solving – Strong analytical skills to diagnose issues, identify root causes, and resolve customer concerns
Data Literacy & Analysis – Ability to analyze ServiceNow data to identify trends and drive service improvements
Customer Experience & Stakeholder Engagement – Proven ability to deliver high-touch, proactive service while building trusted relationships
Documentation & Knowledge Management – Ability to create and maintain clear, accurate documentation in ServiceNow and Confluence for operational use and team training
Requirements Gathering – Experience working with customers to translate needs into actionable service or process improvements
Communication Skills – Able to clearly translate technical concepts for technical and non-technical audiences
ITIL Knowledge – Working understanding of ITSM and service delivery best practices
Team Collaboration – Actively contributes to shared outcomes, continuous improvement, and knowledge sharing.

Nice To Haves

ServiceNow Certification (CSA or similar)
Advanced Analytics Tools – Power BI, Tableau, SQL, or similar
Advanced Confluence Expertise – Designing spaces, establishing documentation standards, and improving information architecture
Experience in Government or National Lab Environments
Experience with Agile or Lean-IT Methodologies
VIP / Executive Support Background

Responsibilities

Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
Serve as the first point of contact for troubleshooting hardware and software issues across all types of computer systems (PC and Mac) and printer problems.
Offer escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as needed.
Act as a routine contact point, receiving and handling requests for support; respond to a broad range of service requests by providing information to fulfill requests or enable resolution.
Apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
Analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation.
Utilize extensive customer environment experience to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
Recommend training plans and lead continuous improvement activities to enhance service delivery.
Document and label all support interactions, maintaining accurate records of issues and resolutions in the customer’s ticketing system.
Maintain a safe and efficient work environment by adhering to best practices and procedures when providing technical support.
Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction.