SWIFT Walk Up Support Technician

Overview Edgewater Federal Solutions is seeking a SWIFT Walk Up Support Technician to support the IT program at a major national laboratory. The SWIFT Walk-Up Technician services as the first point of contact for users seeking technical assistance. This role involves providing immediate support for hardware and software issues, troubleshooting technical problems, and ensuring a seamless user experience. The technician will work directly with users in a walk-up service environment, addressing a variety of IT-related inquiries and issues. Responsibilities Provide phone, email, web, and in-person support to users in the areas of e‑mail, 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/software, all types of computer systems (PC and Mac), and printer problems. Provide comprehensive walk‑up, phone, or 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. 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 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. Create & maintain the in‑house knowledgebase. Possess the capacity to work independently & effectively while maintaining positive productivity levels. Maintain a positive relationship with fellow peers, cross‑functional teams & leadership. Other duties assigned as necessary. Qualifications HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties. Related experience may be substituted for relevant education and vice versa. Ability to obtain & maintain a U.S. Dept. of Energy Clearance. U.S. Citizenship is required. Required 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 35 WPM. Desired 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. 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. #LI-KM1 #J-18808-Ljbffr Edgewater Federal Solutions