Service Desk Technician

Job description

Overview Edgewater Federal Solutions is seeking a Service Desk Technician to support the IT program at a major national laboratory. The service desk consist of a centralized service desk and related roles tied to user support with IT services and systems. The centralized service desk is the entry point and owner of first tiers of support (Based on Information Technology Infrastructure Library's definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support (2) creating, maintaining, and using knowledge articles and (3) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Responsibilities: - The responsibility of a Service Desk Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. - Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. - In some cases, the Technician will dispatch service requests & escalate issues to appropriate points of contact defined within the supp...