[Remote] Service Desk I

Note: The job is a remote job and is open to candidates in USA. Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD, seeking a Service Desk to support a major national laboratory. The role involves providing Tier 1 service desk support with a focus on first call resolution and excellent customer experience.ResponsibilitiesLog and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customersTroubleshoot and resolve low to mid - complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as neededProcess account and certificate requests following documented procedures; provide support for access to server and cloud resources as directedAssist users with email setup, mobile device configuration, and synchronization needed for business operationsEscalate issues that cannot be resolved within scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM toolSkillsProvide Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on first call resolution, shift-left, and excellent customer experienceLog and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customersTroubleshoot and resolve low to mid - complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as neededProcess account and certificate requests following documented procedures; provide support for access to server and cloud resources as directedAssist users with email setup, mobile device configuration, and synchronization needed for business operationsEscalate issues that cannot be resolved within scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM toolTechnology & Tools: ServiceNow/ Freshworks , ACD/IVR, Windows 10/11, macOS, Microsoft 365 (Outlook/Teams), common browsers, mobile (iOS/Android)Associate's degree /technical training preferred or equivalent experienceMinimum of 1 year experience or 0-1 year with Technical Degree or AA/technical training + strong aptitudeRemote support toolsAzure AD/Entra ID basicsMFA/HSPD-12 awarenessBasic networkingBenefitsVacation, Sick Leave & Holiday PayMedical InsuranceDental InsuranceVision InsuranceDisability, Life Insurance, and AD&DFlexible Spending Accounts401K with employer matching contributionTuition and Education ReimbursementExercise ReimbursementTech ReimbursementEmployee Assistance ProgramOpportunities for professional development and growthCollaborative and dynamic work environmentCompany OverviewEdgewater Federal Solutions was founded in 2002 with the mission of being the best IT consulting company possible for our government clients, our contracting partners and our employees. It was founded in 2002, and is headquartered in Ijamsville, Maryland, USA, with a workforce of 501-1000 employees. Its website is https://www.edgewaterit.com/.



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