Swarm Escalation Technician

Edgwater Federal Solutions is seeking a Swarm Escalation Technician. The candidate shall provide end-user support with processes for managing and delivering services that are ITIL conformant. The candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. The candidate shall provide tactical-support personnel for the services described below.

As a SWARM Escalation Tech, you will-be-asked to respond to incident management requests and service improvement project requests. You will serve as the point of escalation for technical issues encountered-but-unresolved by other support teams across both the Service Desk and End User Support Task Orders. You will take ownership of escalated issues, and work those issues to resolution, using SWARM methodologies, and engaging with other support groups and acting as the point of contact with those groups.

You will be responsible for the creation of knowledge resources to be used by End User and Service Desk Support teams, and the transfer of that knowledge.

Resolve more complex issues escalated from other services and teams.
• Provide advanced desk side support & troubleshooting skills for Windows & software applications.
• Participate in KCS efforts in creating, updating, and educating teammates on KCS items.
• Participate in technical meetings with partner groups.
• Participate in deployment testing activities.
• Participate in and lead service and process improvement projects.
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

• Associates in relevant discipline plus a minimum 5 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• An active U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Required:

• Related experience may be substituted for relevant education and vice versa.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

Desired:

• Experience in the current customer environment
• Bachelor's degree in information technology, or related discipline.
• Experience with ServiceNow
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

Examples of Relevant Certifications:

A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs

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.