Service Desk Technician SME

Edgewater Federal Solutions is seeking a Service Desk Technician Subject Matter Expert (SME) to support the IT program at a major national laboratory. The Service Desk Technician SME role plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices.

Acts as a routine contact point for specialized areas in the Service Center, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the Service Center.
• Analyzes performance statistics to support tuning, automation, and optimization activitie
• Establishes, composes, and maintains security, capacity, and business continuity controls and documentation
• Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
• Recommends training plans
• Leads continuous improvement activities.
• Serve as a Subject Matter Expert (SME) regarding the Client's unclassified computing environments specializing in SharePoint, Virtual Machines, and other areas as needed.
• Work and maintain specialty queues assigned to this role ensuring contacts are addressed using the priority matrix and the first in first out method.
• Be accountable for the day-to-day activities of the service area assigned and ensure to adjust to volume ensuring a high productivity level.
• Ensure proper contacts are made on incidents.
• Review aged tickets and take over if necessary.
• Ensure proper troubleshooting process is followed.
• Participate in Subject Matter Expert (SME) training of new employees and peers.
• Collaborate with management, for providing on the job training for all technicians.
• Escalate service requests to the appropriate IT support team for resolution if the problem cannot be handled within set productivity expectations.
• Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues within SLA target time limits.
• Partner with team members to find new solutions.
• Assist other technicians when volume is low.
• Participate and lead team projects as needed.
• Achieve and maintain knowledge of all applicable team procedures.
• Identify technical issues surrounding Incident Management, Knowledge Management, & Problem Management and report to Manager as needed.
• Collaborate with other service provider teams to improve service.
• Analyze content of resolved tickets and promote information to knowledge-base articles as appropriate.
• Appropriately document all required information into all environments.
• Provide customer with regular communication regarding status of trouble tickets.
• Successfully resolve more complex hardware and software problems.
• Mentor the Service Desk technicians to increase their overall knowledge.
• Capacity to work independently and effectively while maintaining good team interactions.

• Associates degree + 2 years of experience in related field, OR 5 total years of equivalent experience.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Two years of PC support, diagnostic/troubleshooting, & repair experience is required
• Intermediate knowledge or training of SharePoint systems through training or experience
• Intermediate knowledge or training of customers' virtual machine infrastructure through training or experience.
• 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).
• Ability to type 50 WPM
• Has extensive customer environment experience

Desired:

• 1 year of experience in the current customer environment.
• Bachelor's degree in information technology or related discipline.
• Technical Certifications such as Microsoft 365 Certified: Teamwork Administrator Associate, VMware Certified Professional certification.
• ITIL v4 Foundations Certification.
• ServiceNow Experience
• Experience with KCS methodology
  

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 2024.

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.