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# Classified Support Technician

- **Company:** Edgewater Federal Solutions
- **Location:** Albuquerque, NM, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Instant Messaging Technology, Microsoft Office, Information Technology, Servicenow
- **Published:** October 23, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88686867/1

## About the Role

* HS Diploma and a minimum 2 year, 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 Skills:

 * 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 Skills:

 * 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

The responsibility of a Classified Support Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction

 * Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available.
 * In some cases, the technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization.
 * The technician will be capable & effective in promoting internal education.
 * Provide comprehensive Phone, Chat, and Deskside 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
 * Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
 * Resolve more complex hardware & software problems
 * Assist cross-functional teams, in the resolution of IT related issues for all supported platforms
 * Appropriately document all required information into the ticketing system & the knowledgebase.
 * Resolve service requests, or issues, as appropriate within the specified timeline.
 * Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction
 * Create & contribute to the in-house knowledge.
 * Possess the capacity to work independently & effectively while maintaining positive productivity levels.
 * Maintain a positive relationship with fellow peers, cross functional teams & leadership
 * Other duties assigned as necessary.