Overview
Edgewater Federal Solutions is seeking skilled IT professionals to support critical operations at a major National Laboratory by maintaining secure, reliable computing environments across thousands of classified and unclassified systems. Responsibilities include end-user vulnerability remediation through remote and onsite support, handling remediation tickets, providing technical guidance, analyzing performance and documentation, and supporting email, directories, operating systems, and desktop applications. These roles also support the 24x7x365 Systems Operation Center (SOC) by continuously monitoring IT resources, detecting outages and performance issues, and responding rapidly to minimize downtime and protect mission-critical services, ensuring the integrity and availability of hardware, network, and server systems.
Responsibilities
- Respond to incident management requests, service improvement projects, and incoming problem calls, resolving associated tickets and providing updates, documentation, and follow-up on unresolved issues.
- Remediate vulnerabilities by troubleshooting complex issues, serving as an escalation point, and providing advanced deskside support for Windows, Mac, and Linux systems.
- Create knowledge articles using KCS methodology and transfer knowledge to End User and Service Desk Support teams.
- Participate in technical meetings, deployment testing activities, and both lead and support service and process improvement projects.
- Conceptualize, construct, test, implement, and operate integrated infrastructure solutions, while recommending training plans and supporting continuous improvement activities.
- Test application compatibility, support cyber initiatives, and analyze performance statistics including system logs, scheduled job completion, backups, and documentation.
- Perform system monitoring to verify the integrity and availability of hardware, network, server resources, and system components; maintain adherence to the Event Management Process.
- Observe and control performance of servers, network facilities, and other infrastructure elements; analyze network and server resource consumption and manage user access.
- Conduct hourly stewardship walkthroughs of Sandia’s data center and provide after-hours support to the Corporate Computing Help Desk (CCHD).
- Perform other duties as assigned.
Qualifications
- Must be a U.S. Citizen.
- Must have a high school diploma and at least 2 years of relevant experience.
- Must have an active DOE Security Clearance
Required Skills:
- Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
- Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
- Work Shift work to cover 24/7 environment
- Ability to type 35 WPM.
- 6 months of customer help desk experience
- 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
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 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. #LI-KM1