Service Desk I

Job description

Overview Edgewater Federal Solutions is seeking a Service Desk to support a major national laboratory. Provide Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on first call resolution, shift-left, and excellent customer experience. Responsibilities: - Log and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customers. - Troubleshoot and resolve low to mid-complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as needed. - Process account and certificate requests following documented procedures; provide support for access to server and cloud resources as directed. - Assist users with email setup, mobile device configuration, and synchronization needed for business operations. - Escalate issues that cannot be resolved within scope and coordinate with oncall or afterhours resources per policy while maintaining accurate and complete documentation in the ITSM tool. Qualifications: Hourly Pay Range: $31.96 - $33.21 - Associate’s degree/technical training preferred or equivale...