JOB DETAILS

Service Desk I

CompanyEdgewater Federal Solutions, Inc.
LocationLemont
Work ModeOn Site
PostedApril 17, 2026
About The Company
Edgewater Federal Solutions was founded in 2002 with the mission of being the best IT consulting company possible for our government clients, our contracting partners and our employees. We give you the opportunity to achieve contracting compliance without sacrificing quality. Our business has grown steadily, supporting several federal organizations across the U.S. Our success is based on deep institutional knowledge of such entities as the Department of Energy and our unparalleled team of experts in every aspect of the IT life cycle, from program/project management to system/network operations to cyber security. It is this team that inspired the Edgewater slogan, “Our People ... Your Edge.” The majority of our employees currently have or have previously held a top secret clearance, and many have advanced degrees and certifications in their specialties. Whether a CIO needs to implement a major system integration or a cabinet-level agency wants policy support and governance, Edgewater brings in the optimal combination of talent and knowledge for maximum efficiency and effectiveness. How do we attract such highly qualified people to our team? By offering compensation that matches or exceeds others in the industry. This, along with Edgewater's stability and extensive experience within government, fosters a sense of confidence, commitment and loyalty in our employees. Our corporate culture breeds success, which in turn engenders your success.
About the Role

Overview

Edgewater Federal Solutions is seeking a Service Desk to support a major national laboratory.

 

Provide Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on first call resolution, shift-left, and excellent customer experience. 

Responsibilities

  • Log and track incidents and service requests in the ITSM system; apply the appropriate classification and priority levels and communicate expected SLA/OLA timeframes to customers.  
  • Troubleshoot and resolve low to mid-complexity technical issues using established knowledge base articles, workflows, and troubleshooting scripts, and contribute updates as needed.  
  • Process account and certificate requests following documented procedures; provide support for access to server and cloud resources as directed.  
  • Assist users with email setup, mobile device configuration, and synchronization needed for business operations.  
  • Escalate issues that cannot be resolved within scope and coordinate with oncall or afterhours resources per policy while maintaining accurate and complete documentation in the ITSM tool. 

Qualifications

  • Associate’s degree/technical training preferred or equivalent experience. 
  • Minimum of 1 year experience or 0-1 year with Technical Degree or AA/technical training + strong aptitude. 
  • Technology & Tools: ServiceNow/Freshworks, ACD/IVR, Windows 10/11, macOS, Microsoft 365 (Outlook/Teams), common browsers, mobile (iOS/Android) 
  • Additional/Plus Experience: Remote support tools, Azure AD/Entra ID basics, MFA/HSPD-12 awareness, basic networking 

Hourly Pay Range: $31.96 - $33.21

 

Additional benefits include: 

  • Vacation, Sick Leave & Holiday Pay
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Disability, Life Insurance, and AD&D
  • Flexible Spending Accounts
  • 401K with employer matching contribution
  • Tuition and Education Reimbursement
  • Exercise Reimbursement
  • Tech Reimbursement
  • Employee Assistance Program
  • Opportunities for professional development and growth
  • Collaborative and dynamic work environment

 

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.

Key Skills
Service Desk SupportIncident ManagementServiceNowFreshworksWindows 10Windows 11MacOSMicrosoft 365OutlookTeamsMobile Device ConfigurationTroubleshootingAzure ADEntra IDMFANetworking
Categories
TechnologyCustomer Service & SupportGovernment & Public SectorAdministrative
Benefits
VacationSick LeaveHoliday PayMedical InsuranceDental InsuranceVision InsuranceDisability InsuranceLife InsuranceAD&DFlexible Spending Accounts401K with employer matchingTuition and Education ReimbursementExercise ReimbursementTech ReimbursementEmployee Assistance Program
Job Information
📋Core Responsibilities
Provide Tier 1 technical support via phone, chat, web, and walk-up to resolve incidents and service requests. Maintain accurate documentation in the ITSM system while following established procedures for account management and technical troubleshooting.
📋Job Type
full time
💰Salary Range
$32 - $33
📊Experience Level
0-2
💼Company Size
445
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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