Help Desk/Desktop Support Analyst

Edgewater Federal Solutions is seeking a Help Desk/Desktop Support Analyst to support a federal client in Washington, D.C. This position will be 2nd Shift (Friday – Tuesday, 3:00Pm to 11:30pm) and will be onsite in Washington, D.C. This contractor position will be in support of the client's help desk and the analyst who fills this position will be required to work a set schedule that will require Saturday, Sundays, Holidays, and some overtime may be asked to ensure proper coverage across all shifts.    

Responsibilities:

• Demonstrate strong technical knowledge and experience with ServiceNow, M365 applications and have experience supporting HP Desktops/Laptops/Tablets and Microsoft Windows Desktop OS.
• Expected to interface with internal customers and various technical support teams.
• Demonstrate the ability to follow standard operating procedures and processes.
• The contractor may be tasked to perform Supervisory or Lead Analyst roles as delegated by the Help Desk Manager or Supervisor. 

Qualifications:

• U.S. Citizenship is required per contract to obtain and maintain a Public Trust.
• At least five years of overall IT experience, including a minimum of three years of experience providing general help desk support with previous experience opening and maintaining help desk cases via ServiceNow.
• At least two years’ experience in desktop/laptop troubleshooting or operations support.
• Excellent written and oral communications are required as this position will interface with clients via phone and e-mail. Demonstrated ability to concisely summarize and document client issues is required.
• At least five years supporting Microsoft Windows 10 and 11 operating systems 
• At least 3-5 years’ experience supporting M365 applications including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Teams, and Microsoft Outlook. 
• Strong Level 1 network and VPN diagnosis and troubleshooting skills. 
• Knowledge of iPhone or similar smart phone support. 
• Demonstrated analytical and problem-solving skills. 
• Strong interpersonal and communication skills who can work with people at various levels of the organization. 
• Familiarity with maintaining documentation and communication via Microsoft SharePoint, Excel, Word, and Outlook. 

Desired:

• BS/BA in Information Systems, Computer Science, or related field HIGHLY DESIRABLE  

This position will require weekend and/or overtime work. Position is classified as ‘Essential Personnel’ requiring work attendance on designated holidays and days when the cleint is Closed, such as for weather events.

Salary: $115,594 - $121,678

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