Executive Office Support Technician

Edgewater Federal Solutions is seeking an Executive Office Support Technician to support a major national laboratory.

The successful candidate shall deliver elevated global support and technical VIP or executive service, including identified VIPs or executives and their executive staff. The candidate shall either respond to executive-computing needs to resolve issues or escalate them to the appropriate specialized team as required. Executive Office Support provides Computing and technical support to executives and their executive staff. The candidate shall either respond to executive-computing needs to resolve issues or escalate them to the appropriate specialized team as required. The Executive Office (EO) Support Team will provide top quality IT support services to the offices of the Vice Presidents and above along with their support staff, enabling them to provide exceptional service in the national interest. The EO team will respond to and resolve the executive office’s IT service requests, develop standard processes and configuration of the various devices, and ensure all tailored configurations for each leader is secure and recoverable with minimal impact on the ability of the executive leader to perform work. As the EO team develops quality standards, processes, and procedures, they will be shared with the rest of CSS desktop support staff which ultimately should lead to quality desktop support. 

• Work independently, and with a team, to resolve issues for a specified customer base at a moment’s notice. Issues range from high level advanced troubleshooting to hardware repair for machines and equipment.
• Resolve complex issues escalated from Tier 1, 2 and 3 technicians.
• Provide set up and advanced troubleshooting of video conference equipment.
• Provide advanced desk side support and troubleshooting skills for Windows, Mac, and iOS applications.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current
• Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Troubleshoot virtual desktops as required.
• Assist with technology development initiatives.
• Test application compatibility and support cyber initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order

• AS in relevant discipline plus a minimum 5 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• Related experience may be substituted for relevant education and vice versa.
• 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.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

Desired:

• Experience in the current customer environment
• Bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM