Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. The role will provide high-touch support to 5,000+ engineering professionals, owning service delivery outcomes and requiring strong customer engagement and analytical skills.

Requirements

• Associate degree in relevant discipline
• 3+ years of directly related experience
• ServiceNow Experience (2+ years)
• Service Delivery Operations (incident and request workflows)
• Critical Thinking & Problem Solving (diagnose issues, identify root causes)
• Data Literacy & Analysis (analyze ServiceNow data)
• Customer Experience & Stakeholder Engagement (high-touch, proactive service)
• Documentation & Knowledge Management (create and maintain clear, accurate documentation)
• Requirements Gathering (translate needs into actionable service or process improvements)
• Communication Skills (clearly translate technical concepts)
• ITIL Knowledge (working understanding of ITSM and service delivery best practices)

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance