Walk Up Support Technician
About the job
- A high school diploma and a minimum of 2 years of directly related experience, or equivalent substitution of relevant education and experience.
- Ability to obtain and maintain a U.S. Department of Energy clearance.
- U.S. citizenship.
- Working knowledge of mobile and personal computer operations, including hardware, network settings, operating systems, and Microsoft Office applications.
- At least 6 months of customer help desk experience.
- Intermediate to expert virtual desk expertise related to equipment connectivity for computing customers.
- Ability to type at least 35 words per minute.
- Provide phone, email, web, and in-person support for email, directories, computer operating systems, desktop applications, and contract-supported applications.
- Serve as the first point of contact for troubleshooting hardware, software, personal computer and Mac systems, and printer problems.
- Provide walk-up, phone, and chat support to resolve end-user incidents and requests.
- Partner with other IT teams to develop, test, and implement commercially and internally developed solutions.
- Assist with Service Desk activities as needed by the business.
- Resolve complex hardware and software problems using additional training and expertise.
- Assist IT Field Technicians and cross-functional teams in resolving IT issues across supported platforms.
- Accurately identify the customer's specific information.
- Document required information in the ticketing system and knowledge base.
- Resolve service requests and issues at first contact or within the specified timeline.
- Meet required productivity expectations and metrics.
- Route and dispatch service requests to the appropriate IT support group or next-level technician when they cannot be resolved within defined time constraints.
- Create and maintain the in-house knowledge base.
- Work independently while maintaining productive performance.
- Maintain positive working relationships with peers, cross-functional teams, and leadership.
- Perform other duties as assigned.
- Experience in the current customer environment.
- An associate's degree or bachelor's degree in information technology or a related discipline.
- Experience with ServiceNow.
- Experience with the Knowledge-Centered Service methodology.
- Ability to type at least 50 words per minute.
About the company
Edgewater IT provides IT consulting services focused on U.S. government clients. It offers expertise across the IT life cycle including program and project management, system and network operations, and cyber security, drawing on a workforce that often holds top secret clearances and advanced degrees. The company works with federal agencies and contracting partners, delivering staffing and governance support as well as policy guidance to improve efficiency and effectiveness. Edgewater differentiates itself by combining large-company capabilities with small-company attention, backed by a woman-owned status, deep government experience, and a culture that emphasizes qualified, committed personnel and competitive, stable compensation. Its goal is to be the best IT consulting partner for government clients by providing the right talent and knowledge to meet mission needs while maintaining contracting compliance and quality.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Maryland
Founded
2002
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Simplify's Take
What believers are saying
- Argonne awarded Edgewater a five-year IT managed services contract on July 16, 2026.
- EIA awarded Edgewater a February 2026 task order with $10.6 million total backlog.
- NASA SEWP VI runs November 1, 2026 through October 31, 2036, expanding pipeline access.
What critics are saying
- Federal recompetes can erase revenue quickly; one lost DOE contract hits hard.
- Edgewater's NIH protest dismissal on January 28, 2026 shows aggressive, costly procurement battles.
- Customer concentration around DOE, FBI, DHRA, and EIA creates existential dependency on federal awards.
What makes Edgewater IT unique
- Edgewater pairs cleared federal staff with DOE and national-lab mission knowledge.
- Tom Ferrando, a former Salient CRGT CEO, brings large-scale federal services leadership.
- NASA SEWP VI and integrated ITC/AV offerings widen Edgewater's procurement access.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- 401(k) Company Match
- Paid Vacation
- Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program