Senior Help Desk Specialist
Edgewater Federal SolutionsAlbuquerque, New Mexico, United States
Posted February 5, 2024
Full Time
About the Company
Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD.
Job Description
Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. The team focuses on end-to-end service delivery, with high-touch support as one core component. This role will support approximately 5,000+ engineering professionals.
Requirements
- Provide phone, email, web, and in-person support to users
- Serve as the first point of contact for troubleshooting hardware and software issues
- Offer escalation support for help desk troubleshooting needs and training
- Apply technical and operational knowledge to configure, operate, and maintain services
- Analyze performance statistics to support tuning, automation, and optimization activities
- Recommend training plans and lead continuous improvement activities
- Document and label all support interactions, maintaining accurate records of issues and resolutions
- Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan