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Service Desk Technician
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Full-time
- Edgewater Federal Solutions is currently seeking a Service Desk Technician to support an IT program for a major national laboratory.
- The responsibility of a Help Desk Specialist is to provide in-depth procedural and technical computer end-user support with the highest level of customer satisfaction.
- The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers).
- The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests.
- Provide comprehensive Phone, Chat, Web Submission, and Email Support for the efficient resolution of incidents and requests of end-users.
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