IT Systems & Application Support Engineer

Provide white glove service support for operating systems to include approved and authorized versions of MS Windows and MacOS. The hardware supported includes laptops, desktops, mobile devices, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, associated peripheral devices, conference room displays, office printers, label printers, and miscellaneous medical clinic hardware.

• Provide support for on-the-spot and virtual support, diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
• Provide remediations and/or request for extension or exemption related to network disconnection notices.
• Provide installation support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, software, maintain logs and inventory of equipment repairs.
• Provide support for all the suite of Microsoft Office products, including maintenance of Outlook entity accounts.
• Provide support for authentication tools such as Global Protect and Zscaler.
• Offer basic-to-advanced system administration for MS Windows and MacOS.
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded, escalate any tickets as needed if unable to resolve
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Wipe clean computers that have been used to process Personally Identifiable Information (PII) and Protected Health Information (PHI) prior to sending computer to reapplication.
• Prepare reports concerning hardware.
• Prepare specifications and recommendations for hardware acquisitions.
• Manage, configure, and maintain servers, and operating systems
• Monitor system performance and ensure high availability and reliability
• Manage user accounts and permissions
• Perform backups, recovery, and disaster recovery planning
• Develop and Maintain documentation for systems, configurations, training, and procedures
• Support deployment of hardware and infrastructure upgrades
• Design, develop, and maintain software applications
• Analyze business requirements and translate them into technical specifications
• Write, test, debug, and optimize code
• Integrate applications with databases, APIs, and other systems
• Participate in code reviews and ensure adherence to development standards
• Collaborate with stakeholders such as product managers, QA teams, and system administrators
• Troubleshoot and resolve application-level issues in production environments
• Mitigate application cyber vulnerabilities

The successful candidate shall be proficient in the following areas: custom computer programming, commercial-off-the-shelf application configuration and customization, report development, dev-ops, scripting, and testing., * BS in relevant discipline plus minimum 1 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.

• Must be a U.S. Citizen
• Must be able to obtain and maintain a DOE Security Clearance

Required Skills:

• Windows & macOS support and administration
• hardware, sofwater, printer troubleshooting
• Microsoft 365/Office and Outlook account support
• Remore and onsite technical support
• User training and technical documentation
• Ticket Management and customer service
• Data security, PII/PHI compliance, and device remediation

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.

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.

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, and/or other status protected by applicable law.