[Remote] Service Desk I

Note: The job is a remote job and is open to candidates in USA. Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD, seeking a Service Desk to support a major national laboratory. The role involves providing Tier 1 service desk support with a focus on first call resolution and excellent customer experience.

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 on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool

Skills

• 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 on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool
• Technology & Tools: ServiceNow/ Freshworks , ACD/IVR, Windows 10/11, macOS, Microsoft 365 (Outlook/Teams), common browsers, mobile (iOS/Android)
• 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
• Remote support tools
• Azure AD/Entra ID basics
• MFA/HSPD-12 awareness
• Basic networking

Benefits

• 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

Company Overview