Senior Help Desk Specialist

Job description

Overview Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory. The team focuses on end-to-end service delivery, with high-touch support as one core component. This role will support approximately 5,000+ engineering professionals. This position is responsible for ensuring services are delivered effectively from request through resolution and continuous improvement. While the role includes hands-on incident and request support, it extends beyond traditional Service Desk functions to include proactive stakeholder engagement, requirements gathering, knowledge management, and data-driven service improvement. This role owns service delivery outcomes, not just ticket execution. Success requires strong customer engagement, disciplined follow-through, and the ability to use ServiceNow data and documentation to improve service quality and consistency over time. High-touch support in this context means anticipating needs, managing work through completion, documenting solutions for reuse, and building trusted advisor relationships. Responsibilities: - Provide phone, email, web, and in-person support to users in the areas...