Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support the IT program at a major national laboratory.

Our ITSM team focuses on end-to-end service delivery, with high-touch support as one core component. This role will support approximately 5,000+ engineering professionals. This position is responsible for ensuring services are delivered effectively from request through resolution and continuous improvement. While the role includes hands-on incident and request support, it extends beyond traditional Service Desk functions to include proactive stakeholder engagement, requirements gathering, knowledge management, and data-driven service improvement.

This role owns service delivery outcomes, not just ticket execution. Success requires strong customer engagement, disciplined follow-through, and the ability to use ServiceNow data and documentation to improve service quality and consistency over time. High-touch support in this context means anticipating needs, managing work through completion, documenting solutions for reuse, and building trusted advisor relationships.

Provide phone, email, web, and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware and software issues across all types of computer systems (PC and Mac) and printer problems.
• Offer escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as needed.
• Act as a routine contact point, receiving and handling requests for support; respond to a broad range of service requests by providing information to fulfill requests or enable resolution.
• Apply technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.
• Analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation.
• Utilize extensive customer environment experience to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans and lead continuous improvement activities to enhance service delivery.
• Document and label all support interactions, maintaining accurate records of issues and resolutions in the customer's ticketing system.
• Maintain a safe and efficient work environment by adhering to best practices and procedures when providing technical support.
• Contribute to the overall success of IT support operations, ensuring high-quality service delivery and user satisfaction.

• Associates degree in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Candidate can start uncleared but must have the ability to obtain a DOE Q Clearance
• Must be US Citizen
• Candidate must reside in the Albuquerque as onsite work is required on a weekly basis, possible working offsite 1 day per week

Required Skills:

• ServiceNow Experience - 2+ years working with ITSM modules (Incident, Service Request, Problem Management)
• Service Delivery Operations - Experience managing incident and request workflows, ensuring timely resolution, customer follow-through, and accountability
• Critical Thinking & Problem Solving - Strong analytical skills to diagnose issues, identify root causes, and resolve customer concerns
• Data Literacy & Analysis - Ability to analyze ServiceNow data to identify trends and drive service improvements
• Customer Experience & Stakeholder Engagement - Proven ability to deliver high-touch, proactive service while building trusted relationships
• Documentation & Knowledge Management - Ability to create and maintain clear, accurate documentation in ServiceNow and Confluence for operational use and team training
• Requirements Gathering - Experience working with customers to translate needs into actionable service or process improvements
• Communication Skills - Able to clearly translate technical concepts for technical and non-technical audiences
• ITIL Knowledge - Working understanding of ITSM and service delivery best practices
• Team Collaboration - Actively contributes to shared outcomes, continuous improvement, and knowledge sharing
  .

Desired Skills

• ServiceNow Certification (CSA or similar)
• Advanced Analytics Tools - Power BI, Tableau, SQL, or similar
• Advanced Confluence Expertise - Designing spaces, establishing documentation standards, and improving information architecture
• Experience in Government or National Lab Environments
• Experience with Agile or Lean-IT Methodologies
• VIP / Executive Support Background

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.