Edgewater Federal Solutions is seeking a Tier II Technician in support of our federal government customer. The Tier II Technician will support the Office of the Chief Information Officer to provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. Will also provide software/technical support to resolve desktop application and network connectivity issues.
Responsibilities Respond to incoming calls, tickets, walk ins, and emails to provide desktop support and various systems, applications, and process support in a production environment. Support Desk Hours are 7am – 5pm M-F. After hours, weekend and escort duties will be required on an as needed basis, along with a rotating on-call roster.Provides initial troubleshooting for a variety of hardware and software problems.Escalate problems (e.g. networking) to the appropriate organizations and teams when necessary.Tracks status of all ongoing issues within the environment through ticketing systems and incident management tools.Documents special procedures required for continuous operations of systems, applications, or other processes as requested by Client Service team leads.Reviews various monitoring tools to track outages across an enterprise, along with scheduling maintenances and notifications as needed.Deploys and configures new hardware components for operations in classified network environments, to include network printers, desktops, clients, and other standard information technology devices.Assists in security compliance and standards are met through STIG compliance and vulnerability remediation. Interfaces with customers regularly to support their operational environment and technical needs.Maintains running inventory of equipment on SharePoint and/or ServiceNow.Assists in maintaining and deploying data center equipment, including networking gear, racking servers, and cable management. Qualifications U.S. Citizenship is required per contract. Must have an active DOE Q or TS/SCI clearanceAt least 1-2 years of experience providing IT support to users at multiple locations (by phone/remote and onsite visits)At least 1 years of experience with:Troubleshooting of Windows operating systems in a domain-connected environmentsSupport and administration of Microsoft software (such as Active Directory, Exchange, Office 2013/2016)A ticketing/ITSM solution, such as Remedy or ServiceNowUnderstanding of basic networking concepts (basic ports, protocols, and various devices)Ability to work cooperatively and to function well in a fast paced team environment.Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.Excellent customer interface and service skills.Able to lift 50+ lbsDesired Skills:
Experience mastering and deploying Windows workstation images (e.g. with WDS/MDT/SCCM)Virtualization exposure (VMWare) and VDI with Thin Clients and Zero ClientsFamiliarity with STIG compliance, or other cyber security related controlsExperience in RSA, Nagios/Solarwinds, and/or Red Hat LinuxExperience in asset management, logistics, or software licensing.Certifications:ITIL v3/4 or HDI certificateCompTIA A+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 2024.
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.
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