SWIFT Walkup Service Technician

Edgewater Federal Solutions is seeking a SWIFT Walk-up Service Technician to support the IT program at a major national laboratory. The SWIFT Walk-Up Service Technician serves as the first point of contact for users seeking technical assistance. This role involves providing immediate support for hardware and software issues, troubleshooting technical problems, and ensuring a seamless user experience. The technician will work directly with users in a walk-up service environment, addressing a variety of IT-related inquiries and issues.

The ideal candidate enjoys working with customers, posses a strong technical background, and is comfortable with a complex ever changing IT environment.

Provide friendly and efficient in-person support to users experiencing technical difficulties with hardware, software, and network connectivity.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
• Assist with the setup, installation, and configuration of computer systems and peripherals.
• Maintain accurate records of support requests, resolutions, and user interactions in the IT ticketing system.
• Work closely with other IT team members to escalate complex issues and ensure timely resolution.
• Provide basic training and guidance to users on software applications and IT best practices.
• Assist in managing IT inventory, including tracking equipment and software licenses.
• Deliver exceptional customer service, ensuring a positive experience for all users.
• Resolve user technical issues on phones, chat, and backlog tickets as necessary.
• Occasionally travel to users to resolve their issues desk-side.
• Other duties as assigned.

• High School Diploma & 2 years of relevant IT experience
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Demonstrate high levels of customer service & technical knowledge
• Possess experience with equipment & software installation & upgrades.
• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings; 5 total years if no degree

Desired:

• Bachelors degree in managing Information Systems or other relevant area.
• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Active U.S. Government Clearance.

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 2024.

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.