Senior Help Desk Specialist

Overview

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist.

The successful candidate shall be proficient in the following areas: custom computer programming, commercial-off-the-shelf application configuration and customization, report development, dev-ops, scripting, and testing. 

Responsibilities

• Provide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems.
• Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations.
• Implement corrections and train users in the proper operation of systems and programs.
• Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage.
• Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems.
• Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX.
• In the specialized Linux/Classified environment, you will review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware.
• Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements.
• Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation.
• Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements.
• Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters.

Qualifications

• AS 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.Responsibilities
• Must be a U.S. Citizen
• Must be able to obtain and maintain a DOE Security Clearance
• Candidate must live in the Albuquerque area as work is performed onsite
• Must have a working knowledge of PC/Mac and mobile device operations which include hardware, network settings, operating system, & MS Office applications

Required Skills:

• Provide white glove service support for operating systems to include approved and authorized versions of MS Windows and MacOS.
• The hardware supported includes laptops, desktops, mobile devices, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, associated peripheral devices, conference room displays, office printers, label printers, and miscellaneous medical clinic hardware.
• Provide support for on-the-spot and virtual support, diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
• Provide remediations and/or request for extension or exemption related to network disconnection notices.
• Provide installation support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, software, maintain logs and inventory of equipment repairs.
• Provide support for all the suite of Microsoft Office products, including maintenance of Outlook entity accounts.
• Provide support for authentication tools such as Global Protect and Zscaler.
• Offer basic-to-advanced system administration for MS Windows and MacOS.
• Create & maintain training, troubleshooting, & maintenance documentation.
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• 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 and escalate tickets as appropriate.
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate.
• Provide customer with regular communication regarding status of repair/install including notificat