Service Desk Technician

Service Desk Technician 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 delivering remote IT support, creating, maintaining, and using knowledge articles, and performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Responsibilities The responsibility of a Service Desk Technician is to 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. In some cases, the Technician will dispatch service requests & elevate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education. Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will 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 this 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. Qualifications 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. Required: 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. Desired: Experience in the current customer environment. Associate’s 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. Examples of Relevant Certifications A+ NET+ ACMT Microsoft Fundamentals etc. ITIL v4 Foundations Certification KCS Foundations CompTia Certifications ACSP or JAMF Certs 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. #J-18808-Ljbffr