Desktop Support Analyst

Edgewater is seeing a Desktop Support Analyst with strong experience to serve as part of a Tier 2/3 organization. This candidate position will be in support of the Federal Reserve Board's Desktop Support team and the analyst who fills this position will be required to work a set 1st shift schedule Monday - Friday.

Provide high level executive service to all clients.
• Strong interpersonal and communication skills and can work with people at various levels of the organization. This position will interface with clients via phone, Teams, e-mail, and in-person. Demonstrated ability to concisely summarize and document client issues is required.
• Planning and executing activities using Excel and SharePoint.
  • Excel skills should include how to use formulas including lookups and conditional statements
• Knowledge of smartphone support and administration, e.g. iPhones and iPads.
  • Intune experience preferred.
• Strong skills using Service Now to create dashboards and queries to manage queues.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Demonstrated analytical and problem-solving skills.
• Demonstrate strong technical knowledge with asset management experience.
• Will interface with internal customers and various technical support teams.
• Demonstrated ability to follow standard operating procedures and processes is essential, including attention to detail in documentation procedures.
• This position may require on-call rotation responsibility for emergency hardware issues, occasional travel, weekend, and/or overtime work.
• Place of Performance: The Federal Reserve Board - Washington DC Metro Campus - New York Avenue facility.

• US Citizenship Required
• BS/BA in Information Systems, Computer Science or related field is highly desirable
• A+, MCDST, MTA, MOS, or similar certification is preferable
• At least 5 years of overall IT experience, including a minimum of 5 years of experience providing general desktop support with previous experience opening and maintaining support cases via enterprise IT service management, e.g. ServiceNow
• At least 5 years' experience with hands-on computer and printer hardware troubleshooting and support. Familiar with hardware component troubleshooting (motherboards, hard drives, RAM, etc).
• Experience working with OEM tech support, such as initiating tech support tickets and coordinating returns and exchanges with vendors. Experience with HP Warranty portal preferred.
• Experience with inventory management and logistical support. Working knowledge in hardware asset management in ServiceNow is preferred.
• At least 5 years' experience in installing, configuring, and supporting Microsoft Windows 10/11 operating systems on laptops and desktop computers in a client/server environment.
• At least 5 years' experience in supporting common applications, such as Microsoft 365; proficiency with imaging solutions for hardware deployment

Salary: $108,656 - $114,375

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

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 Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law.

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