Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory, with responsibilities including serving as a primary contact for support requests and analyzing performance statistics to improve tuning and optimization efforts.

Requirements

• AA/AS IT Degree and 2 years of related experience
• In lieu of a degree, additional relevant experience may be applicable
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance
• Practical experience in support roles to hit the ground running
• Familiarity with at least one ITSM platform (preferably ServiceNow)
• Understanding of Customer Service Management Principles
• Experience in handling complex, escalated support tickets
• Ability to efficiently manage support tickets
• Experience in building partnerships across teams
• Quality assurance mindset with a focus on continual improvement
• Skill in root cause analysis and implementing long-term solutions to recurring problems
• Strong ability and enthusiasm to learn and expand technical skills
• Commitment to customer satisfaction and excellent communication skills
• Proficient technical writing abilities with meticulous attention to detail
• Reliable follow-through on tasks and projects