End User Support Technician

Overview

Edgewater Federal Solutions is seeking an End User Support Technician to support the IT program at a major national laboratory.

You will provide support work with the SDR to design, install, maintain, and support enterprise video collaboration and conference rooms, which provide secure and reliable video and audio conferencing with screen‑sharing capabilities in both classified and unclassified environments.

End User Support Technician

Job Duties:

• Provide second‑tier, desk‑side computer support of computing hardware and software in NM, both unclassified and classified, including in high‑security buildings (HSBs). Provide set up & medium‑to‑advanced troubleshooting of video conference equipment.
• Provide second‑tier support for Audio Visual installations in standardized Teams Rooms as well as Collaboration Rooms consisting of PC equipment, web cams and various displays.
• Serve as the knowledge domain expert for video conferencing rooms & classrooms.
• Support and Maintain Corporate Training and Development classrooms utilizing imaging software and/or collaborating with Tech Dev to leverage SCCM to prepare classrooms for use.
• Support operating systems to include approved and authorized versions of MS Windows and MacOS. The hardware supported includes laptops, desktops, thin/zero clients running desktop‑as‑a‑service (DaaS), virtual‑desktop infrastructure, associated peripheral devices, large format displays, and projectors, as well as MS Surface and Crestron Teams and VTC room controllers.
• Collaborate with Service Manager, ensure MURS team remains abreast of changes made to, and receives training for, any significant changes made to the enterprise collaboration platforms provided by IVS and Teams integration teams.
• Provide immediate support for video conference meetings or classes in progress.
• Offer basic‑to‑advanced desk side support & troubleshooting skills for Windows and Mac software applications, System administration for Windows desktop.
• Troubleshoot virtual desktops as required (VDI).
• Create & maintain training, troubleshooting, & maintenance documentation.
• Serve as an interface with SM, Tech Dev and IVS / Teams Room support groups.
• Meet required productivity expectations, including Field Service Team metrics
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or‑exceeded.
• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & where ever available in the repair customer issues within target time limits
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete

• HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Must have an Active U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

• Related experience may be substituted for relevant education and vice versa.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk and/or field experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with Service Now.
• Experience with KCS methodology
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM
• A+, NET+, ACMT, Microsoft Fundamentals, etc. ITIL v4 Foundations Certification, KCS Foundations, CompTIA Certifications, ACSP or JAMF Certs.

Edgewater Federal Solutions is a privately held…