What are the responsibilities and job description for the Technical Support Specialist position at Edgewater Federal Solutions, Inc.?
Overview
Edgewater Federal Solutions is seeking a Technical Support Specialist to support the IT program at a major national laboratory in Oak Ridge, TN.
Responsibilities
- Deliver exceptional customer service at the IS&S Walk-Up Desk assisting employees and subcontractors with troubleshooting, account-related issues, encryption and deployment of Government Furnished Equipment (GFE).
- Work directly with customers via phone, email, chat sessions, remote connection, or in person.
- Provide resolutions to customer issues/requests.
- Properly escalate unresolved queries to the next level of support.
- Utilize service management tools to document work notes and updates.
- Follow up with customers, provide feedback and see problems/requests through to resolution.
- Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.
- Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues.
- Install and configure approved software and hardware.
- Coach end users on tools and equipment usage.
- Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience.
- Setup, configure, and troubleshoot mobile devices including tablets, mobile phones, and pagers.
- Setup, configure, and troubleshoot desktops within New Hope Center bldg.
Qualifications
- BS/BA and 1 year of experience or AA/AS and 2-5 years of experience
- In lieu of a degree, a high school diploma and additional years of experience is applicable.
- Strong customer service and interpersonal communication skills
Desired:
- Experience troubleshooting and supporting hardware and software.
- Ability to convey information accurately and effectively in both written and oral form.
- Effective time management skills to handle multiple incidents and/or tasks at once.
- Experience with ServiceNow incident and task management.
- Able to work technically in a demanding fast-paced environment.
- Able to concisely and accurately describe technical details to customers.
- Quick decision making when assessing a solution to a problem that is creating a business or production delays.
- Well-developed IT troubleshooting skills and customer service.
- Knowledge and experience in videoconferencing, mobile devices, telecommunications, networking, cyber security, and audio-visual equipment a plus.
- Experience with Active Directory for creating, modifying, disabling accounts, enabling and moving.
- Experience with Office 365 and Exchange Administration
- A certification
- CompTIA certification
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-HH1
