Desktop Support Technician (Laptops on Foreign Travel)

Overview

Edgewater Federal Solutions is seeking a Desktop Support Technician Laptops on Foreign Travel (LOFT).

You will provide support configuring, image, track and maintain machines (laptops, mobile devices) issued to MOWs traveling and performing work. Coordinate requirements with Cyber and International Hand Carry requirements.

Responsibilities

• Images, troubleshoots, and supports Windows and Mac laptops
• Sets up and maintains mobile equipment (iPhones, iPads, MiFi’s)
• Prepares hardware for foreign travelers by installing requested software, updating security software and device management policies, and interfacing with Microsoft Intune and the Verizon My Business portal.
• Trains MOWS on best practices and interfaces available while on foreign travel such as Desktop as a Service, WebMail, Reverse Proxy, YubiKeys/Crypto Cards, BitLocker
• Collaborates with Import Export control, providing software inventories of devices on foreign travel.
• Assists MOWS via telephone, email, or in person with questions, problems and requests regarding Laptops and Mobile Devices on foreign travel.
• Tracks loaner devices and foreign traveler trips.
• Utilizes Microsoft Deployment Toolkit for device imaging.
• Assist customers with phone setup and use, including Authenticator, Comp Portal, Outlook, Microsoft Defender
• Address questions and educate clients about security and travel protocol and OS/Software updates
• Ensure clear and thorough documentation,
• Track equipment diligently

Qualifications

• High School Degree and at least one year of related work experience that demonstrates the knowledge, skills, and ability to perform the duties. 
• Related experience may be substituted for relevant education and vice versa.
• Must be able to obtain and maintain a US Department of Energy Clearance
• U.S. Citizenship is required

Required Skills:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 35 WPM

Desired:

• Experience in the current customer environment
• Associated 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

- Images, troubleshoots, and supports Windows and Mac laptops
- Sets up and maintains mobile equipment (iPhones, iPads, MiFi’s)
- Prepares hardware for foreign travelers by installing requested software, updating security software and device management policies, and interfacing with Microsoft Intune and the Verizon My Business portal.
- Trains MOWS on best practices and interfaces available while on foreign travel such as Desktop as a Service, WebMail, Reverse Proxy, YubiKeys/Crypto Cards, BitLocker
- Collaborates with Import Export control, providing software inventories of devices on foreign travel.
- Assists MOWS via telephone, email, or in person with questions, problems and requests regarding Laptops and Mobile Devices on foreign travel.
- Tracks loaner devices and foreign traveler trips.
- Utilizes Microsoft Deployment Toolkit for device imaging.
- Assist customers with phone setup and use, including Authenticator, Comp Portal, Outlook, Microsoft Defender
- Address questions and educate clients about security and travel protocol and OS/Software updates
- Ensure clear and thorough documentation,
- Track equipment diligently