Walk Up Support Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

4d•Onsite

About The Position

Edgewater Federal Solutions is seeking a Walk Up Support Technician to support the IT program at a major national laboratory. The successful candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. They shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies and will provide tactical-support personnel for the services described below.

Requirements

Requires HS Diploma plus a minimum of 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Ability to obtain & maintain a U.S. Dept. of Energy Clearance
U.S. Citizenship is required.
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
Ability to type 35 WPM

Nice To Haves

Active DOE Q Clearance or equivalent
Experience in the current customer environment
Understanding of ITIL framework

Responsibilities

Provide end-user support with processes for managing and delivering services that are ITIL® conformant.
Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment).
Support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Provide tactical-support personnel for the services described.
Partner with other IT teams to develop, test, and implement both commercial and internally developed solutions.
Assist with various Service Desk functions as business needs arise, resolving complex hardware and software issues using advanced training and expertise.
Support IT Field Technicians and cross‑functional teams in troubleshooting and resolving IT‑related issues.
Accurately identify customer information and requirements.
Document all necessary details in the ticketing system and knowledge base.
Resolve service requests or incidents at first point of contact when possible, or within defined service-level timelines.
Meet established productivity and performance metrics.
Route or escalate service requests to the appropriate IT support group or next‑level technician when issues cannot be resolved within defined time constraints.
Create and maintain content within the internal knowledge base.
Work independently while maintaining effective productivity levels.
Foster positive relationships with peers, cross‑functional teams, and leadership.
Support Credential Issuance and Management, Account and Credential Maintenance, and related customer communication activities.
Apply general knowledge of enterprise authentication methods—including multifactor authentication—across multiple IT environments.
Support credentialing systems, remote site projects, and contribute to automation and process‑improvement initiatives aligned with the ITIL framework.
Initiate creation and issuance of new accounts, and deactivate authentication credentials as required.
Manage walk‑in credentialing requests and authentication incident support.
Perform administrative account updates, such as ownership or display name changes.
Manage incoming email tasks, including ticket review, prioritization, resolution, and basic troubleshooting or inquiry handling.
Perform additional duties as assigned.