Job description
Overview:
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:
As a New Hire Support Technician, you will-be-asked to work directly with incoming new hires to enable day-one productivity. You will serve as the point of contact for technical issues and information technology how-to’s. You will take ownership of escalated issues, and work those issues to resolution, while engaging with other support groups and acting as the point of contact with those groups.
It has been and continues to be the policy of Encantado Technical 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 status protected by applicable law.
Encantado is seeking a New Hire Support Technician to support a major national laboratory. The New Hire Support Technician will provide end-user support with processes for managing and delivering services that are ITIL® conformant. 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, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
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.
Delivers training programs and workshops to employees and managers. Monitors the effectiveness of training on employees using individual or group performance results. Collects feedback on sessions from attendees to use for future improvements to content and presentation. Contributes to new training program design and existing program enhancements. Additionally, Training Specialist II develops and creates lesson plans and training aids. May specialize in a particular subject, training program, or function of the company. Training programs may typically include topics such as supervisory/management training, work skills training, team building, and communications. Provide expertise in, but not limited to, Configuration Management, Strategic Planning, Knowledge Management, Business Analysis and Technical Analysis.
As a New Hire Support Technician, you will-be-asked to work directly with incoming new hires to enable day-one productivity. You will serve as the point of contact for technical issues and information technology how-to’s. You will take ownership of escalated issues, and work those issues to resolution, while engaging with other support groups and acting as the point of contact with those groups.
- Act as single-point-of-contact for technical needs and troubleshooting for client new hires.
- Provide white-glove level support to new hires to ensure seamless use of information technology systems and software, enabling immediate productivity.
- Flex to various work locations to meet with and assist customers.
- Develop and deliver training of common operating environment systems and software to large onboarding classes.
- Proactively ensure all pending new hires have adequate accounts and access needed prior to their first day.
- Provide advanced desk side support & troubleshooting skills for Windows & software applications.
- Participate in technical meetings with partner groups.
- Work with various onboarding stakeholders to plan upcoming new hire classes, which may range in size from 30-200.
- Provide weekly status reports on work completed, technical readiness, and lessons learned to quantify efforts and drive improvements.
- Participate in and lead service and process improvement projects.
- Test application compatibility & support cyber initiatives.
- Other duties as assigned.
- Associate's Degree or an additional 3 years of applicable experience.
- In lieu of degree, a High School Diploma and 5 years of experience is applicable
- U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Clearance, with the ability to obtain and maintain a DOE Q Clearance
- Minimum 2 years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
- Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
Desired:
- Active DOE Clearance. DOE L Clearance at a minimum, Q preferred.
- ITIL Foundation certification
- IT Certifications to include CompTia, Microsoft or Apple Certifications.
- Advanced desktop support & trouble shooting skills
- Mac OS & application experience a plus.
- Knowledge of Computer Management Solutions, IT Cyber Policies, and common enterprise environments.
- Experience Leading IT teams or projects
- Strong analytical and organizational skills
- Superior communication and interpersonal skills are essential for collaborating with others, communicating to your supervisor, and speaking with various stakeholders
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 2022.
It has been and continues to be the policy of Encantado Technical 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 status protected by applicable law.
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