What are the responsibilities and job description for the Senior Help Desk Specialist position at Edgewater Federal Solutions, Inc.?
Overview
Edgewater is hiring a Senior Help Desk Specialist. Our department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. We architect, design, and develop software solutions that solve complex business problems across the National Laboratories. This is a team of software engineers that research new technologies and develop innovative solutions within technology areas such as service-oriented and micro-services architectures, big data problem space, data and compute virtualization, 3D data visualization, enterprise cyber security, and mobile computing. Their primary project is developing for Service Now with a current focus on Machine Learning. The team uses SCRUM for their project management and is highly disciplined, frequently running in one week scrum cycles.
Responsibilities
- Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution.
- Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
- Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.
- Selected candidate must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective.
- Must be able to work independently on tasks after initial ramp up period and should be comfortable working at a high pace.
Qualifications
- AA/AS IT Degree and 2 years of related experience
- Must be a US Citizenship
- Ability to obtain and maintain a U.S. Department of Energy Q security clearance.
- Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.
Required Skills:
- Experience working in an Agile or Scrum environment.
- Comfortable using Windows, Excel, Outlook and Service Now
- Ability and desire to learn and expand their technical skills
- Dedication to customer satisfaction, quality, collaboration, and partnerships
- Customer Service Experience
- Highly organized and pays attention to details
- Work onsite in Albuquerque - 80% of the time. Selected candidate should live within 60 miles of Albuquerque. One day per week can be worked remotely after initial onboarding.
- Candidate must be able to work independently
Desired experiences and skills include:
- Proficiency in at least one programming language (JavaScript or Python)
- Some experience with SQL and database management
- ITIL Certification
- Familiarity with using Confluence or desire to learn
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. #LI-WB1
