Service Desk I

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.

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.

• 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)
• Additional/Plus Experience: Remote support tools, Azure AD/Entra ID basics, MFA/HSPD-12 awareness, basic networking

Hourly Pay Range: $31.96 - $32.69

Additional benefits include:

• Vacation, Sick Leave & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• 401K with employer matching contribution
• Tuition and Education Reimbursement
• Exercise Reimbursement
• Tech Reimbursement
• Employee Assistance Program
• Opportunities for professional development and growth
• Collaborative and dynamic work environment

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.