Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. 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.

Serves as a primary contact for support requests, responding to a wide range of service inquiries and providing necessary information for resolution.
• Use their technical and operational expertise to configure, operate, and maintain service desk functions with minimal supervision. This includes effective incident management and service request fulfillment.
• Analyze performance statistics to improve tuning, automation, and optimization efforts.
• Establish and maintain security, capacity, and business continuity documentation as part of the service value system.
• With extensive experience in customer environments, they conceptualize, construct, test, implement, and operate integrated infrastructure solutions that contribute to value-co-creation.
• Actively contribute to the knowledge base to support information sharing and drive continual improvements across the organization.
• Context switch effectively to assist both local and enterprise users, especially during the ongoing transformation to modernize the digital engineering environment.
• Enhance customer experience and engaging with stakeholders to align services with business needs.

• AA/AS IT Degree and 2 years of related experience
• In lieu of a degree, additional relevant experience may be applicable.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Practical experience in support roles to hit the ground running
• Familiarity with at least one ITSM platform (preferably ServiceNow)
• Understanding of Customer Service Management Principles
• Experience in handling complex, escalated support tickets
• Ability to efficiently manage support tickets
• Experience in building partnerships across teams
• Quality assurance mindset with a focus on continual improvement
• Skill in root cause analysis and implementing long-term solutions to recurring problems
• Strong ability and enthusiasm to learn and expand technical skills
• Commitment to customer satisfaction and excellent communication skills
• Proficient technical writing abilities with meticulous attention to detail
• Reliable follow-through on tasks and projects

Desired experiences and skills include:

• ITIL certification or equivalent experience in at least one ITIL area (Service Design, Transition, or Operation)
• Familiarity with Agile Development methodologies and ceremonies
• Familiarity with Atlassian Jira and Confluence
• Experience as a ServiceNow Citizen Developer
• Proficiency in at least one programming language (JavaScript or Python)
• Some experience with SQL and database management

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.