Service Desk Technician

Edgewater Federal Solutions, Inc. • Albuquerque, NM

8d • Hybrid

About The Position

Edgewater Federal Solutions is seeking a Service Desk Technician to support the IT program at a major national laboratory. The service desk consists of a centralized service desk and related roles tied to user support with IT services and systems. The centralized service desk is the entry point and owner of first tiers of support (Based on Information Technology Infrastructure Library's definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support (2) creating, maintaining, and using knowledge articles and (3) performing basic troubleshooting to resolve, capture, report, or route incidents and requests.

Requirements

• HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Must be US Citizen
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• Related experience may be substituted for relevant education and vice versa.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 40 WPM

Nice To Haves

• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM
• Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager
• A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs

Responsibilities

• Provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction.
• Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
• Dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
• Promote internal education.
• Resolve basic issues remotely that have been reported by the customer.
• Upon completing additional training, move to resolve more complex issues.
• Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
• Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions.
• Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
• Resolve more complex hardware & software problems utilizing additional training & expertise.
• Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Efficiently & accurately identify the customer’s specific information.
• Appropriately document all required information into the ticketing system & the knowledgebase.
• Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
• Meet required productivity expectations, including Service Center metrics.
• Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
• Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
• Possess the capacity to work independently & effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership.
• Participate in After-Hours Support rotations, as needed (on call).
• Other duties assigned as necessary.

Benefits

• ISO 9001, 20000-1, 270001 certified
• Appraised at 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: Entry Level
• Education Level: High school or GED