Swarm Escalation Technician

Edgewater Federal Solutions is seeking a Swarm Escalation Technician to support the IT program at a major national laboratory. As a SWARM Escalation Technician, you will play a critical role in incident management and service improvement initiatives. You will serve as the primary point of escalation for technical issues that remain unresolved by other support teams within the Service Desk and End User Support Task Orders. Your responsibilities will include taking ownership of escalated issues and working diligently toward their resolution by employing SWARM methodologies. You will engage with various support groups and act as the liaison between these groups and the end users.

Respond to incident management requests and service improvement project requests.
• Provide escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as necessary.
• Act as a routine contact point for receiving and handling support requests, responding to a wide range of service inquiries to fulfill requests or enable resolution.
• Utilize technical and operational knowledge to configure, operate, and maintain services related to the help desk under minimal supervision.
• Analyze performance statistics to support tuning, automation, and optimization activities.
• Conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans and lead continuous improvement activities.
• Create and maintain knowledge resources for use by End User and Service Desk Support teams, ensuring effective knowledge transfer.
• Provide comprehensive support via phone, email, web, and in-person for users in areas including email, directories, computer operating systems, desktop applications, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software issues across all types of computer systems (PC and Mac) and printer problems.

• High School Diploma & 3 years of relevant IT experience
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Strong technical knowledge and experience in help desk operations and support.
• Excellent problem-solving skills and the ability to work under pressure.
• Effective communication skills, both written and verbal, to interact with users and support teams.
• Ability to analyze performance metrics and implement improvements.

Desired:

• Experience with incident management processes.
• Familiarity with a variety of computer systems and applications.
• Ability to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Experience in creating and maintaining knowledge resources for support teams.

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.