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Swarm Escalation Technician

3 months ago

Albuquerque New Mexico, United States Edgewater Federal Solutions, Inc. Full time

Overview:
Edgewater Federal Solutions is seeking a Swarm Technician to support the IT program at a major national laboratory.


You will provide escalation support for help desk troubleshooting needs and training as well as potential to visit end users in the field as needed.


Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.

Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.


Provide 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.

Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.


Responsibilities:
As a SWARM Tech, you will respond to both incident management requests and service improvement project requests. You will serve as the point of escalation for technical issues encountered-but-unresolved by coworkers within your same organization.

You will take ownership of escalated issues, and work those issues to resolution, using SWARM methodologies, and engaging with other support groups and acting as the point of contact with those groups.

You will be responsible for the creation of knowledge resources to be used by End User and Service Desk Support teams, and the transfer of that knowledge.

Resolve more complex issues escalated from other services and teams.

Provide advanced desk side support & troubleshooting skills for Windows & software applications.

Participate in 9763 KCS efforts in creating, updating, and educating teammates on KCS items.

Participate in technical meetings with partner groups.

Participate in deployment testing activities.

Participate in and lead service and process improvement projects.

Test application compatibility & support cyber initiatives.

Other duties as assigned.

Qualifications:


High School Diploma and 3 plus years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.

U.S. Citizenship is required to obtain and maintain a U.S. Department of Energy Q security clearance.

Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)

Desired experience & skills:
Active DOE Clearance. DoE L Clearance at a minimum. Q preferred.

ITIL Foundation certification

IT Certifications to include CompTia, Microsoft or Apple Certifications.

Advanced desktop support & trouble shooting skills

Mac OS & application experience a plus.

Knowledge of Computer Management Solutions, IT Cyber Policies, and common enterprise environments.

Knowledge of the client environment

Experience Leading IT teams or projects

Strong analytical and organizational skills

Superior communication and interpersonal skills are essential for collaborating with others, communicating to your supervisor, and speaking with various stakeholders

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, (phone number removed), (phone number removed) 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 2023.


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.