Classified Help Desk Technician

Overview:

Edgewater Federal Solutions is seeking a Classified Help Desk Technician to support the IT program at a major national laboratory. In this role you will provide classified end-user support remotely via phone calls and chat. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices used to access enterprise classified networks. Strong customer service, communication, and technical knowledge, with the ability to work independently and under pressure are essential to the role.

• Serve as a Subject Matter Expert (SME) regarding the Client’s classified computing environments, as well as support of specific applications and hardware.
• Troubleshoot software and hardware related issues with enterprise classified equipment.
• Partner with team members to educate with new solutions & assist other technicians. 
• Provide white glove customer service to ensure customers are taken care of.
• Participate in training of new employees and peers.
• Responsible for the creation of knowledge, using KCS methodology, to be used by End User and Service Desk Support teams, and the transfer of that knowledge.
• Maintain 100% Safety and Security in all environments.
• Recognize and provide feedback to improve the service when identified. 
• Possess the capacity to work independently & effectively while maintaining positive productivity levels
• Test application compatibility & support cyber initiatives.
• Other duties as assigned. 

• AA/AS degree in IT Related field plus 2 years of related work experience
• In lieu of a degree, additional relevant experience totaling 5 years may be applicable.
• U.S. Citizenship is required per contract. Must have an Active Q clearance.
• 50 WPM typing speed
• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.

Desired:

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A+, CompTIA Network+, Microsoft Certified Solutions Associate).
• 70 WPM typing speed.

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide 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.