Job description

Edgewater Federal Solutions is seeking skilled IT professionals to support critical operations at a major National Laboratory by maintaining secure, reliable computing environments across thousands of classified and unclassified systems. Responsibilities include end-user vulnerability remediation through remote and onsite support, handling remediation tickets, providing technical guidance, analyzing performance and documentation, and supporting email, directories, operating systems, and desktop applications. These roles also support the 24x7x365 Systems Operation Center (SOC) by continuously monitoring IT resources, detecting outages and performance issues, and responding rapidly to minimize downtime and protect mission-critical services, ensuring the integrity and availability of hardware, network, and server systems. We are currently looking for someone to work the Swing shift, from (2:30 pm to 11:00 pm) • Perform system monitoring, Event Management, and verify the integrity and availability of hardware, network, and server resources and systems. • Maintain effective and efficient adherence to the Event Management Process. • Review system and application logs and verify completion of scheduled jobs, including system backups. • Analyze network and server resource consumption and control user access. • Answer incoming problem calls from customers and internal sites and resolve associated tickets.Ensure all required documentation is addressed appropriately and correctly • Follow procedures, provide updates, ask questions, act, and follow up on missing, incomplete, or unresolved issues. • Observe and control the status and performance of system components, servers, and network facilities. • Complete hourly stewardship walkthroughs of data center. • Assist in the Facilitation of Major IT Incidents. • Provide after-hour support to the Corporate Computing Help Desk (CCHD). • Perform other duties as assigned. • Must be a U.S. Citizen. • Must have a high school diploma and at least 2 years of relevant experience. • Must have an active DOE Security Clearance Required Skills: • Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications. • Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). • Work Shift work to cover 24/7 environment • Ability to type 35 WPM. Desired: • 6 months of customer help desk experience • 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 About Us: 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.

Requirements

Must-haves

We are currently looking for someone to work the Swing shift, from (2:30 pm to 11:00 pm)
Perform system monitoring, Event Management, and verify the integrity and availability of hardware, network, and server resources and systems.
Maintain effective and efficient adherence to the Event Management Process.
Review system and application logs and verify completion of scheduled jobs, including system backups.
Analyze network and server resource consumption and control user access.
Answer incoming problem calls from customers and internal sites and resolve associated tickets.Ensure all required documentation is addressed appropriately and correctly
Follow procedures, provide updates, ask questions, act, and follow up on missing, incomplete, or unresolved issues.
Observe and control the status and performance of system components, servers, and network facilities.
Complete hourly stewardship walkthroughs of data center.
Assist in the Facilitation of Major IT Incidents.
Provide after-hour support to the Corporate Computing Help Desk (CCHD).
Perform other duties as assigned.
Must be a U.S. Citizen.
Must have a high school diploma and at least 2 years of relevant experience.
Must have an active DOE Security Clearance
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).

Nice-to-haves

6 months of customer help desk experience
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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: icims
Effort: medium

Benefits

Benefits detected in the listing.

Vision