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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SWIFT Walk Up Support Technician - **Company:** Edgewater Federal Solutions - **Location:** Rio Rancho, NM, United States - **Salary:** $72,800.0 - $93,600.0 - **Contract:** Temporary to permanent - **Skills:** Software Applications, Issue Tracking Systems, Microsoft Office, Software Engineering, Information Technology, Servicenow - **Published:** July 18, 2026 - **Apply:** https://www.careerjet.com/job/us0ea1d7fda357175748836ebb9c6d2bae/eaa ## About the Role * HS Diploma and a minimum 1 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties. * Related experience may be substituted for relevant education and vice versa. * Ability to obtain & maintain a U.S. Dept. of Energy Clearance * U.S. Citizenship is required. Required: * Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications. * 6 months of customer help desk experience * Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). * Ability to type 35 WPM Desired: * Experience in the current customer environment * Associates Degree or bachelor's degree in information technology, or related discipline. * Experience with ServiceNow. * Experience with KCS methodology. * Any additional requirements determined by the Service Manager. * Ability to type 50+ WPM ## Description Edgewater Federal Solutions is seeking a SWIFT Walk Up Support Technician to support the IT program at a major national laboratory. The SWIFT Walk-Up Technician services as the first point of contact for users seeking technical assistance. This role involves providing immediate support for hardware and software issues, troubleshooting technical problems, and ensuring a seamless user experience. The technician will work directly with users in a walk-up service environment, addressing a variety of IT-related inquiries and issues. Responsibilities: * Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. * Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. * Provide comprehensive Walk up, phone, or chat support for the efficient resolution of incidents & requests of end-users. Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions Assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise. Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms. Efficiently & accurately identify the customer's specific information. Appropriately document all required information into the ticketing system & the knowledgebase. Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline. Meet required productivity expectations, including metrics. Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints. Create & Maintain to the in-house knowledgebase. Possess the capacity to work independently & effectively while maintaining positive productivity levels. Maintain a positive relationship with fellow peers, cross functional teams & leadership. 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