Walk Up Support Technician

Overview

Edgewater Federal Solutions is seeking a Walk Up Support Technician to support the IT program at a major national laboratory. 

The successful candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. They shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies and will provide tactical-support personnel for the services described below.

Responsibilities

Walkup Support

• Partner with other IT teams to develop, test, and implement both commercial and internally developed solutions
• Assist with various Service Desk functions as business needs arise, resolving complex hardware and software issues using advanced training and expertise
• Support IT Field Technicians and cross‑functional teams in troubleshooting and resolving IT‑related issues.
• Accurately identify customer information and requirements.
• Document all necessary details in the ticketing system and knowledge base.
• Resolve service requests or incidents at first point of contact when possible, or within defined service-level timelines.
• Meet established productivity and performance metrics.
• Route or escalate service requests to the appropriate IT support group or next‑level technician when issues cannot be resolved within defined time constraints.
• Create and maintain content within the internal knowledge base.
• Work independently while maintaining effective productivity levels.
• Foster positive relationships with peers, cross‑functional teams, and leadership.

Password & Credential Support

• Support Credential Issuance and Management, Account and Credential Maintenance, and related customer communication activities.
• Apply general knowledge of enterprise authentication methods—including multifactor authentication—across multiple IT environments.
• Support credentialing systems, remote site projects, and contribute to automation and process‑improvement initiatives aligned with the ITIL framework.
• Initiate creation and issuance of new accounts, and deactivate authentication credentials as required.
• Manage walk‑in credentialing requests and authentication incident support.
• Perform administrative account updates, such as ownership or display name changes.
• Manage incoming email tasks, including ticket review, prioritization, resolution, and basic troubleshooting or inquiry handling.
• Perform additional duties as assigned.

Qualifications

• Requires HS Diploma plus a minimum of 2  years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Required Skills:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Ability to type 35 WPM

Desired:

• Active DOE Q Clearance or equivalent
• Experience in the current customer environment Understanding of ITIL framework

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.