Overview

Edgewater Federal Solutions is seeking a skilled, customer-focused Help Desk Support Technician II to join our Corporate IT team at our headquarters in Frederick, Maryland. This role serves as a trusted technical resource for employees across the organization, helping ensure they have reliable technology, responsive support, and a positive end-user experience.

The successful candidate will independently resolve Tier 1 and Tier 2 support issues, take ownership of requests through completion, support hardware and software deployments, and provide guidance to junior technicians. This position is well suited for an IT professional who combines strong troubleshooting skills with clear communication, sound judgment, and a commitment to service excellence.

Responsibilities

Technical Support and End-User Services

• Provide Tier 1 and Tier 2 technical support for Windows workstations, laptops, business applications, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve issues involving Windows operating systems, Microsoft 365 applications, network connectivity, VPN access, user authentication, and common hardware or software failures.
• Install, configure, maintain, and support computer hardware and software in accordance with Corporate IT standards.
• Provision, configure, deploy, inventory, and recover laptops, desktops, monitors, docking stations, and related equipment.
• Perform software installations, operating system updates, endpoint maintenance, and hardware refresh activities.

Service Management and Customer Support

• Manage and prioritize support requests in the service management platform while meeting established response and resolution expectations.
• Take ownership of user issues from initial contact through resolution, including timely follow-up and clear customer communication.
• Document incidents, troubleshooting steps, resolutions, and reusable knowledge articles accurately and consistently.
• Escalate complex issues to the appropriate technical resource while maintaining accountability for status updates and closure.
• Deliver professional, empathetic, and customer-oriented support during both routine and high-priority situations.

Account, Security, and Operational Support

• Assist with user account provisioning, password resets, access requests, permission changes, and multifactor authentication support.
• Follow company security policies, access-control requirements, and established procedures when supporting users and devices.
• Assist with endpoint security activities, vulnerability remediation, device compliance, and secure configuration practices.
• Support Corporate IT projects, technology upgrades, equipment refreshes, and process-improvement initiatives.

Team Collaboration and Leadership

• Provide day-to-day guidance and technical support to junior help desk staff.
• Assist with coordinating project tasks, support priorities, deployments, and other departmental requirements.
• Collaborate with Corporate IT colleagues and business stakeholders to identify needs and implement practical solutions.
• Contribute to continuous improvement efforts that strengthen service quality, documentation, efficiency, and the end-user experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred. An equivalent combination of education, relevant certifications, and two to four years of related IT support experience will be considered.
• Two to four years of experience providing end-user or service desk support in a professional environment.
• Hands-on experience supporting Windows computers and troubleshooting computer hardware and software.
• Strong analytical, diagnostic, and problem-solving skills, with the ability to work independently and know when to escalate.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical users.
• Demonstrated ability to organize work, manage competing priorities, and maintain accurate documentation.
• Strong customer-service orientation and a collaborative, team-focused approach.
• Ability to work a regular full-time, on-site schedule at the Frederick, Maryland corporate office.

Preferred Qualifications

• Experience supporting Microsoft 365 applications and services.
• Familiarity with Active Directory, Microsoft Entra ID, Microsoft Intune or other endpoint management tools, and IT service management or ticketing platforms.
• Experience with hardware deployment, endpoint lifecycle support, inventory control, and asset management.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or comparable technical credentials.

Compensation

$28.85 - $36.06 per hour

This range is approximately $60,008 - $75,005 annually based on 2,080 hours per year. Actual compensation will be based on experience, relevant skills, education, certifications, and other job-related qualifications.

Benefits

Edgewater Federal Solutions offers a comprehensive benefits package for eligible employees, including:

✓ Paid Time Off and holiday pay

✓ Tuition and technical training reimbursement

✓ Medical, dental, and vision insurance

✓ Exercise reimbursement

✓ Disability insurance, life insurance, and AD&D coverage

✓ Computer reimbursement

✓ Flexible Spending Accounts

✓ Employee Assistance Program

✓ Pre-tax 401(k) and/or after-tax Roth option with employer matching contribution

Physical Demands

The physical demands described below are representative of those required to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly communicate with employees and stakeholders by speaking, listening, and writing.
• Frequently perform computer-based work, including periods of sitting, keyboarding, and viewing a computer screen.
• Perform routine office activities, including filing, moving office supplies, and setting up computer equipment.
• Occasionally lift or move equipment and supplies weighing up to 15 pounds.
• Use fine hand manipulation for keyboarding and equipment setup.

Work Environment

The work environment characteristics described below are representative of those encountered while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily performed on-site in a professional office environment at the company's Frederick, Maryland headquarters.
• Occasional prolonged or irregular hours may be required to support business operations, deployments, or planned technology activities.
• The noise level is generally moderate, with typical exposure to office conditions.

Working at Edgewater Federal Solutions

Edgewater Federal Solutions is a privately held government contracting firm headquartered in Frederick, Maryland. Founded in 2002, the company supports customer missions through employee empowerment, exceptional service, and timely delivery. Edgewater maintains ISO 9001, ISO/IEC 20000-1, and ISO/IEC 27001 certifications and is appraised at CMMI Maturity Level 3 for Development and Services. The company has also been recognized among Top Workplaces in the Greater Washington area since 2018.

At Edgewater, employees join a collaborative organization that values professional growth, technical excellence, continuous learning, and meaningful support to government customers.

Equal Employment Opportunity

Edgewater Federal Solutions is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, marital status, veteran status, or any other status protected by applicable law.

Responsibilities

Technical Support and End-User Services
- Provide Tier 1 and Tier 2 technical support for Windows workstations, laptops, business applications, mobile devices, printers, and peripheral equipment.
- Troubleshoot and resolve issues involving Windows operating systems, Microsoft 365 applications, network connectivity, VPN access, user authentication, and common hardware or software failures.
- Install, configure, maintain, and support computer hardware and software in accordance with Corporate IT standards.
- Provision, configure, deploy, inventory, and recover laptops, desktops, monitors, docking stations, and related equipment.
- Perform software installations, operating system updates, endpoint maintenance, and hardware refresh activities.
Service Management and Customer Support
- Manage and prioritize support requests in the service management platform while meeting established response and resolution expectations.
- Take ownership of user issues from initial contact through resolution, including timely follow-up and clear customer communication.
- Document incidents, troubleshooting steps, resolutions, and reusable knowledge articles accurately and consistently.
- Escalate complex issues to the appropriate technical resource while maintaining accountability for status updates and closure.
- Deliver professional, empathetic, and customer-oriented support during both routine and high-priority situations.
Account, Security, and Operational Support
- Assist with user account provisioning, password resets, access requests, permission changes, and multifactor authentication support.
- Follow company security policies, access-control requirements, and established procedures when supporting users and devices.
- Assist with endpoint security activities, vulnerability remediation, device compliance, and secure configuration practices.
- Support Corporate IT projects, technology upgrades, equipment refreshes, and process-improvement initiatives.
Team Collaboration and Leadership
- Provide day-to-day guidance and technical support to junior help desk staff.
- Assist with coordinating project tasks, support priorities, deployments, and other departmental requirements.
- Collaborate with Corporate IT colleagues and business stakeholders to identify needs and implement practical solutions.
- Contribute to continuous improvement efforts that strengthen service quality, documentation, efficiency, and the end-user experience.