Senior Help Desk Specialist

Overview

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory.

Our ITSM team focuses on end-to-end service delivery, with high-touch support as one core component. This role will support approximately 5,000+ engineering professionals. This position is responsible for ensuring services are delivered effectively from request through resolution and continuous improvement. While the role includes hands-on incident and request support, it extends beyond traditional Service Desk functions to include proactive stakeholder engagement, requirements gathering, knowledge management, and data-driven service improvement.

This role owns service delivery outcomes, not just ticket execution. Success requires strong customer engagement, disciplined follow-through, and the ability to use Service Now data and documentation to improve service quality and consistency over time. High-touch support in this context means anticipating needs, managing work through completion, documenting solutions for reuse, and building trusted advisor relationships.

• Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware and software issues across all types of computer systems (PC and Mac) and printer problems.
• Offer escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as needed.
• Act as a routine contact point, receiving and handling requests for support; respond to a broad range of service requests by providing information to fulfill requests or enable resolution.
• Apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
• Analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation.
• Utilize extensive customer environment experience to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans and lead continuous improvement activities to enhance service delivery.
• Document and label all support interactions, maintaining accurate records of issues and resolutions in the customer’s ticketing system.
• Maintain a safe and efficient work environment by adhering to best practices and procedures when providing technical support.
• Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction.

• Associates degree in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Candidate can start uncleared but must have the ability to obtain a DOE Q Clearance
• Must be US Citizen
• Candidate must reside in the Albuquerque as onsite work is required on a weekly basis, possible working offsite 1 day per week

Required Skills:

• Service Now Experience – 2+ years working with ITSM modules (Incident, Service Request, Problem Management)
• Service Delivery Operations – Experience managing incident and request workflows, ensuring timely resolution, customer follow-through, and accountability
• Critical Thinking & Problem Solving – Strong analytical skills to diagnose issues, identify root causes, and resolve customer concerns
• Data Literacy & Analysis – Ability to analyze Service Now data to identify trends and drive service improvements
• Customer Experience & Stakeholder Engagement – Proven ability to deliver high-touch, proactive service while building trusted relationships
• Documentation & Knowledge Management – Ability to create and maintain clear, accurate documentation in Service Now and Confluence for operational use and team training
• Requirements Gathering – Experience working with customers to translate needs into actionable service or…