Senior End User Support SpecialistEdgewater Federal Solutions is seeking a Senior End User Support Specialist to support a major national laboratory.ResponsibilitiesProvide essential support across various computing environments, including Windows, Mac, mobile devices, and classified systems.Monitor, install, and perform maintenance on personal computers, laptops, software, and networks, responding to user requests for assistance and conducting on-the-spot diagnostic evaluations. Implement corrections and train users in the proper operation of systems and programs.Install and provide basic support for approved PC software, performing upgrades across all computer platforms, and training office staff on computer usage.Maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed, and help resolve operational problems.Support the agency's Local Area Network (LAN) Administrator with server maintenance and administration, requiring a general knowledge of network products, including Novell, CISCO, and UNIX.In the specialized Linux/Classified environment, you will review computer systems in terms of machine capabilities and man-machine interfaces, preparing reports and studies concerning hardware.Develop functional requirements and specifications for hardware acquisitions, ensuring that problems are properly identified and solutions meet user requirements.Configure, operate, and maintain information processing and telecommunications systems, analyze performance statistics for tuning and optimization, and establish security, capacity, and business continuity controls and documentation.Interact with business segments to understand their environment, technical requirements, and organizational direction, collecting and organizing detailed user requirements.Define project plans and deliverables, ensuring compliance with project budgets, and conceptualize, construct, test, implement, and operate integrated infrastructure solutions.Provide recommended training plans and lead continuous improvement activities while coaching and developing team members on technical matters.QualificationsAA in Computer Science related field or equivalent experience in lieu of degree must be directly related experience that demonstrate the knowledge, skills, and ability to perform the duties with minimum of three (3) years of related experienceMust have an active DOE Q Clearance and maintain, for onsite supportMust be able to obtain an SCI Clearance and maintain, for onsite supportMust be willing to take and pass a Polygraph, if necessaryUS Citizenship is RequiredRequired SkillsExperience with computer desktop builds/rebuilds for networked and standalone environmentsFamiliarity with network protocols, network management technologies, and network troubleshootingSkill utilizing software diagnostic tools and the ability to conduct appropriate troubleshooting processes and conduct appropriate upgradesAbility to understand the application and utilization of software packages, maintain accurate recordsExperience with Linux system administrationAbility to research, assemble, and evaluate information or data regarding industry practices or applicable regulatory changes and recommend sound, practical solutions to complex issuesAbility to define systems requirements based on user/client needs, cost, and required integration with existing applications, systems, or platformsAbility to define technical standards and functionality tests, and to develop specifications, prototypes, or initial user guidesExcellent customer service and communication skills with customers and vendorsAbility to work well in a collaborative team environmentCollects, defines, and organizes detailed user requirements; defines, plans and deliverables for assigned projects; understands and complies with project budgets; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plansInstall and troubleshoot IT resources including desktops, desk phones as well as establish, and manage user accounts, upgrade, and patch software, and perform backup, storage, and recovery tasksDesired SkillsExperience with Cyber Security interface and requirementsWindows System Administration in a large corporate environment, at least 2-4 yearsFamiliarity of Classified Network Application Request System (CNARS) processPrior working experience with Sandia infrastructureExperience working with lab and tester-based systems, including unclassified and classified data backup solutionsOrganized individual with self-drive to complete tasksFamiliar with VMware / Virtual Machine environment
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