Vulnerability Remediation Technician at Edgewater Federal Solutions, Inc.

Albuquerque, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Incident Management, Request Fulfillment, MS Windows, MacOS, Linux, DaaS, Virtual-Desktop Infrastructure, Service Requests, Knowledgebase, Customer Service, ServiceNow, KCS Methodology, Communication Skills, Problem Solving, Team Collaboration

Industry

Information Technology & Services

Description

Overview Edgewater Federal Solutions is seeking a Vulnerability Remediation Technician to support a major national laboratory. The Vulnerability Remediation Technician role plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices. Responsibilities Network disconnect tech will address Vulnerability events. 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. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education. Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues. Provide comprehensive Phone & Chat Support for the efficient resolution of Vulnerabilities and events. Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions Upon completing additional training, assist in various scopes of the Systems Operations Center. Efficiently & accurately identify the customer’s specific information. Appropriately document all required information into the ticketing system & the knowledgebase. Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline. Meet required productivity expectations, including metrics. Route & dispatch the service request to the appropriate IT support group or next level Tech, for resolution, as needed. Create & contribute to the in-house knowledgebase Possess the capacity to work independently & effectively while maintaining positive productivity levels. Maintain a positive relationship with fellow peers, cross functional teams & leadership. Back up and support the SOC Support 24/7 SOC Operations and may require availability for shifts outside of standard business hours. Other duties assigned as necessary. Qualifications High school diploma and a minimum of 3 years of experience in a technical support role (e.g., service desk, help desk, desktop support). U.S. Citizenship is required Must be able to obtain and maintain a U.S. Department of Energy Q clearance. Requirements: Ability to obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required. Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications. Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Work Shift work to cover 24/7 enviroment Ability to type 35 WPM Desired: 6 months of customer help desk experience Experience in the current customer environment Associates Degree or 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 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.

Responsibilities

The Vulnerability Remediation Technician will address vulnerability events and provide support for various operating systems and hardware. They will resolve technical issues through multiple communication channels and document all interactions in the ticketing system.