[Hiring] SWIFT Mobility Technician @Edgewater Federal Solutions

Role Description

Edgewater Federal Solutions is seeking a SWIFT Mobility Technician to support the IT program at a major national laboratory. The Technician serves as the first point of contact for users seeking technical assistance and is responsible for:

• Delivering remote IT support
• Creating, maintaining, and using knowledge articles
• Performing basic troubleshooting to resolve, capture, report, or route incidents and requests

Walk up support consists of front-line IT Support.

Responsibilities include:

• Providing phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serving as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Providing comprehensive Walk up, phone, or chat support for the efficient resolution of incidents & requests of end-users.
• Partnering with other IT teams in the development, testing & implementation of commercially & internally developed solutions.
• Assisting in various scopes of the Service Desk as needed by the business.
• Resolving more complex hardware & software problems utilizing additional training & expertise.
• Assisting the IT Field Techs & cross-functional teams in the resolution of IT related issues for all supported platforms.
• Efficiently & accurately identifying the customer’s specific information.
• Documenting all required information into the ticketing system & the knowledgebase.
• Resolving service requests or issues as appropriate on the first point of contact or within the specified timeline.
• Meeting required productivity expectations, including metrics.
• Routing & Dispatching the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
• Creating & Maintaining the in-house knowledgebase.
• Possessing the capacity to work independently & effectively while maintaining positive productivity levels.
• Maintaining a positive relationship with fellow peers, cross functional teams & leadership.
• Other duties assigned as necessary.

Qualifications

• HS Diploma and a minimum of 2 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.

Requirements

• Must have a working knowledge of mobile and 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.

Benefits

• Desired: Experience in the current customer environment.
• Associates Degree or 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.

Company Description

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.