Senior Help Desk Specialist

Edgewater Federal Solutions is seeking a Senior Help Desk Specialist to support a major national laboratory.

Assist the Primary Standards Lab (PSL) with superuser, technical, and system administration support of the IBM Maximo Commercial Off-the-shelf (COTS) software system.
• Support includes creating/improving Maximo interfaces, developing SQL queries, configuring Maximo, designing/maintaining custom electronic notification systems (i.e. Recall, Out of Tolerance),
• Providing data collection and reporting for Maximo,
• Providing technical and programing support for Zebra Industrial printers and triaging and resolving software and process issues.
• Additional support responsibilities include maintaining/designing SharePoint sites in support of calibration activities, creating and managing assets within Maximo,
• Processing a large volume of customer service requests varying from answering general questions to data entry, researching the status of equipment as requested, and data research, developing documentation, conducting user training and providing user guides, and providing one-on-one coaching in the use of Maximo.
• Confident with learning new technology, and explaining complex ideas to others, and have the ability to work with the IT development team using an agile approach.
• Work independently and take on new challenges and develop projects that involves complex thinking to execute.
• Motivation to recognize areas of improvement as well as the drive to implement changes.
• Facilitate various meetings in the absence of Calibration Lead.

• AS in relevant discipline plus minimum 3 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Must be able to obtain and maintaine a DOE Security Clearance
• Must be US Citizen

• Minimum of two years of experience working with data structures and understanding their interrelationships
• Minimum of two years of working knowledge (writing queries, execution of queries) of Structured Query Language. Oracle and SQL are preferred
• Minimum two years of experience in working with customers and the IT team in identifying and troubleshooting software issues
• Experience in maintaining/designing SharePoint sites
• Minimum of one year of experience in initiating, developing, and executing projects, to include communicating with stakeholders and sponsors
• Experience in facilitating meetings with stakeholders, sponsors, leads, and engineers.
• Minimum of one year of experience supporting users and end-to-end processes for a large COTS software package

• Understanding of the PSL workflow process.
• Familiar with DB stored procedures. Knowledge of web page coding (HTML, ASP, CSS, Java) etc.
• Thinking skills In-depth knowledge of Computerized Maintenance Management System (CMMS) (i.e. Maximo).
• Knowledge of using Maximo Integration Framework (MIF).
• Ability to create reports and graphs using Microsoft SQL Server Reporting Services (SSRS) or similar web reporting tool.
• Experience with Microsoft SharePoint and Subscriptions.
• Experience with Agile
• Experience with utilization of a KanBan Board
• Experience of Zebra Programming Language (ZPL II).
• Ability to configure/troubleshoot/repair Zebra Industrial Printers.
• Documented success in training users and developing training materials
• Demonstrated success in meeting deliverables on schedule
• Experience in the use of other large COTS software packages
• Must be able to work in a team environment and communicate effectively to the business and IT
• Demonstrated excellence in teaming, interpersonal, communication, and organizational skills

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.