Help Desk/Desktop Support Analyst

Edgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to serve as a Desktop Support Analyst supporting our federal client. This full-time, onsite position is based in Washington, D.C. and works a set first-shift schedule, Monday through Friday. The analyst will operate within a Tier 2/3 desktop support organization, interface with internal customers and technical support teams, and deliver high-level executive service. The role may require on-call rotation for emergency hardware issues, occasional travel, weekend work, and overtime., Provide Tier 2/3 desktop support for laptops, desktop computers, printers, smartphones, and related peripherals.

• Open, maintain, document, and resolve support cases using ServiceNow while following established operating procedures and documentation standards.
• Troubleshoot computer and printer hardware, including motherboards, hard drives, RAM, and other components.
• Initiate OEM technical support tickets and coordinate hardware returns, warranty service, and vendor exchanges.
• Support hardware inventory, logistics, imaging, deployment, and asset management activities.
• Install, configure, and support Microsoft Windows 10 and 11 and common Microsoft 365 applications in a client/server environment.
• Provide Level 1 network and VPN diagnosis and troubleshooting.
• Plan and execute support activities using Excel and SharePoint, including formulas, lookups, and conditional statements.
• Communicate with clients by phone, Teams, email, and in person, and concisely document client issues and resolutions.

• U.S. citizenship is required.
• At least five years of overall IT experience, including at least five years providing general desktop support and opening and maintaining cases in an enterprise IT service management platform such as ServiceNow.
• At least five years of hands-on computer and printer hardware troubleshooting and support, including hardware component diagnosis.
• Experience working with OEM technical support, including opening tickets and coordinating returns and exchanges; experience with the HP Warranty portal is preferred.
• Experience with inventory management and logistical support; working knowledge of ServiceNow hardware asset management is preferred.
• At least five years installing, configuring, and supporting Microsoft Windows 10 and 11 on laptops and desktop computers in a client/server environment.
• At least five years supporting common applications, including Microsoft 365, and proficiency with imaging solutions used for hardware deployment.
• Experience providing high-level executive service to clients.
• Strong interpersonal, written, and verbal communication skills, with the ability to work effectively with people at all organizational levels and concisely summarize and document client issues.
• Proficiency planning and executing activities in Excel and SharePoint; Excel skills must include formulas, lookups, and conditional statements.
• Knowledge of smartphone support and administration, including iPhones and iPads; Microsoft Intune experience is preferred.
• Strong ServiceNow skills, including creating dashboards and queries to manage support queues.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Demonstrated analytical and problem-solving skills.

Desired:

• BS/BA in Information Systems, Computer Science, or a related field is highly desirable.
• A+, MCDST, MTA, MOS, or a similar certification is preferred.

medical insurance, dental insurance, life insurance, vision insurance, paid time off, 401(k), Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

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 2025.