Windows Desktop Support Technician

Windows Desktop Support Technician

Job Locations

US-NM-Albuquerque

ID

2025-3937

Category

Information Technology

Type

Full Time

Overview

Edgewater Federal Solutions is seeking a Windows Desktop Support Technician.

The candidatew will support with Computer Field Services and provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs). The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin / zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Responsibilities

Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met-or.

• Troubleshoot the system problems & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework).
• If unable to repair on initial visit, validate the user's problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
• Provide the customer with regular communication regarding status of repair / install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the ticket tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist. If needed, escalate to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics.
• Meet or exceed all performance service level targets.
• Make every attempt, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses, on the job learning, etc. Participate in IT projects. .
• Create & maintain knowledge.
• Exercise appropriate workflow & time management. Other duties as assigned.

Qualifications

Required :

Desired :

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