Job Description

Overview

Edgewater 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

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.