OverviewEdgewater Federal Solutions is seeking an Intermediate Information Systems Specialist to support a federal government customer at an onsite facility in Washington, D.C. This full-time contractor position will serve as a Desktop Support Analyst within a Tier 2 desktop support and hardware services organization. The selected candidate will work a set first-shift schedule, Monday through Friday.
Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C. This is a first-shift position scheduled Monday through Friday. The role may require on-call rotation coverage for emergency hardware issues, occasional travel, weekend work, and overtime.
Period of Performance Until 12/31/26 with the possibility of an extension.
Responsibilities
- Provide Tier 2 desktop, laptop, printer, mobile device, network, and VPN support to internal customers.
- Diagnose and resolve hardware issues involving motherboards, hard drives, memory, and other components.
- Open, maintain, document, and manage support cases, queues, dashboards, and queries in ServiceNow.
- Coordinate technical support tickets, warranty claims, returns, and exchanges with original equipment manufacturers and other vendors.
- Support inventory, logistics, hardware asset management, imaging, configuration, and deployment activities.
- Install, configure, and support Microsoft Windows 10 and 11 in a client/server environment.
- Provide high-level executive support and communicate with clients by phone, Microsoft Teams, email, and in person.
- Follow standard operating procedures and document client issues accurately and concisely.
- Plan and execute activities using Microsoft Excel and SharePoint.
- Participate in an on-call rotation and support occasional travel, weekend work, or overtime as required.
Qualifications
- U.S. citizenship is required.
- At least five years of overall IT experience, including five years providing general desktop support and managing cases through an enterprise IT service management platform such as ServiceNow.
- At least five years of hands-on computer and printer hardware troubleshooting and support.
- Experience working with OEM technical support, including initiating tickets and coordinating returns and exchanges.
- Experience with inventory management, logistical support, and hardware asset management.
- At least five years of experience installing, configuring, and supporting Microsoft Windows 10 and 11 on laptops and desktop computers in a client/server environment.
- At least five years of experience supporting common business applications, including Microsoft 365, and proficiency with imaging solutions used for hardware deployment.
- Experience delivering high-level executive support to clients.
- Strong interpersonal, written, and verbal communication skills, with the ability to work effectively across all organizational levels.
- Demonstrated ability to summarize and document client issues clearly and concisely.
- Proficiency with Microsoft Excel, including lookups and conditional formulas, and experience using SharePoint to plan and execute activities.
- Knowledge of smartphone and tablet support and administration, including iPhones and iPads.
- Strong ServiceNow skills, including creating dashboards and queries to manage support queues.
- Strong Level 1 network and VPN diagnostic and troubleshooting skills.
- Demonstrated analytical and problem-solving skills.
Preferred Qualifications:
- Bachelor’s degree in Information Systems, Computer Science, or a related field.
- A+, MCDST, MTA, MOS, or a similar certification.
- Experience with the HP Warranty portal.
- Working knowledge of ServiceNow hardware asset management.
- Microsoft Intune experience.
Work Location and Schedule: Full-time onsite at a federal government facility in Washington, D.C. This is a first-shift position scheduled Monday through Friday. The role may require on-call rotation coverage for emergency hardware issues, occasional travel, weekend work, and overtime.
Salary: $46.09 - $47.12 / Hr
Additional benefits include:
- Paid Time Off & Holiday Pay
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability, Life Insurance, and AD&D
- Flexible Spending Accounts
- Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
- Tuition and Technical Training Reimbursement
- Exercise Reimbursement
- Computer Reimbursement
- Employee Assistance Program
