Service Desk I

Edgewater Federal Solutions, Inc.

1d•$32 - $33

About The Position

Edgewater Federal Solutions is seeking a Service Desk to support a major national laboratory. Provide Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on first call resolution, shift-left, and excellent customer experience.

Requirements

Associate’s degree/technical training preferred or equivalent experience.
Minimum of 1 year experience or 0-1 year with Technical Degree or AA/technical training + strong aptitude.
Technology & Tools: ServiceNow/Freshworks, ACD/IVR, Windows 10/11, macOS, Microsoft 365 (Outlook/Teams), common browsers, mobile (iOS/Android)

Nice To Haves

Remote support tools, Azure AD/Entra ID basics, MFA/HSPD-12 awareness, basic networking

Responsibilities

Log and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customers.
Troubleshoot and resolve low to mid-complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as needed.
Process account and certificate requests following documented procedures; provide support for access to server and cloud resources as directed.
Assist users with email setup, mobile device configuration, and synchronization needed for business operations.
Escalate issues that cannot be resolved within scope and coordinate with oncall or afterhours resources per policy while maintaining accurate and complete documentation in the ITSM tool.