Capability Maturity Model Integration (CMMI), Computer Hardware, Computer Skills, Computer Software, Customer Support/Service, DOE Clearance, Desktop Administration, Government Contracts, Help Desk, ISO 9001, ITIL (IT Infrastructure Library), Information/Data Security (InfoSec), Maintenance Services, Microsoft Office, Microsoft SharePoint, Microsoft Visio, Microsoft Windows System Administration, Mobile Devices, Mobile Plant/Equipment, Operating Systems, Problem Solving Skills, Process Improvement, Public Key Infrastructure (PKI), SQL (Structured Query Language), Service Delivery, ServiceNow, Skype, Small Company, Team Player, Technical Support, Time Management, United States Citizen, United States Department of Energy (DOE)
Edgewater Federal Solutions is seeking a Local Registration Authority Agent to support a national laboratory.
The successful candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. You shall 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 and provide tactical-support personnel for the services described below.
Responsibilities:
- Issue PKI cards for classified networks.
- Verify the identity of PKI applicants
- Work with the team to implement the PKI technology, tools and processes and help resolve issues.
- Apply IT skills and experience to optimize processes related to IT tools and back-end systems
- Work with the Department of Energy's (DOE) National Nuclear Security Administration's (NNSA) Information Assurance Response Center (IARC).
- Perform duties related to lost or inactive cards.
- Act as a backup for other classified PKI services.
- Provide excellent customer service
- Note: this is an on-site position.
Qualifications:
- BS/BA in relevant discipline plus a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties. Related experience may be substituted for relevant education and vice versa
- Related experience may be substituted for relevant education and vice versa.
- Must have an active U.S. Dept. of Energy Clearance
- U.S. Citizenship is required.
*Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager
Required Skills:
- Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
- Minimum of two years’ experience in IT Support
- Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
- Intermediate-to-advanced desktop support & trouble shooting skills for Windows, (includes both classified & unclassified support)
- Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
- Ability to type 35 WPM
Desired:
- 3 years’ Experience in the current customer environment
- 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. #LI-VA1
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Edgewater Federal Solutions, Inc.