Help Desk/Desktop Support Analyst

The Help Desk and Desktop Support Analyst will provide frontline IT support to a federal client onsite in Washington, DC, operating on a second shift with weekend and holiday coverage. The contract runs from September 14, 2026, to December 31, 2026, with the possibility of extension.

Overview

Location: Washington, DC, onsite. Schedule: 2nd shift, Wednesday through Saturday, 3:00 PM to 11:30 PM. This role participates in a Tier 1 help desk environment supporting the client’s technical operations and requires Saturday, Sunday, holiday coverage and potential overtime as part of the assigned workload. The position is a contract engagement to support the client’s Help Desk.

Responsibilities

• Provide frontline support with expertise in ServiceNow, Microsoft 365 applications, and hardware such as HP desktops, laptops, tablets, and Windows desktop operating systems.
• Interface with internal customers and multiple technical support teams to resolve issues.
• Follow established standard operating procedures and processes in day to day tasks.
• May assume supervisory or lead analyst duties as delegated by the Help Desk Manager or Supervisor.

Requirements

• U.S. citizenship is required to obtain and maintain the Public Trust clearance.
• Minimum five years of overall IT experience, including at least three years in general help desk support with experience opening and maintaining cases in ServiceNow.
• At least two years of desktop or laptop troubleshooting or operations support experience.
• Excellent written and verbal communication skills, with the ability to interact with clients by phone and email and to document issues concisely.
• Five or more years of experience supporting Microsoft Windows 10 and Windows 11.
• Three to five years of experience supporting Microsoft 365 applications, including Word, PowerPoint, Excel, Teams, and Outlook.
• Solid Level 1 network and VPN diagnosis and troubleshooting capabilities.
• Knowledge of iPhone or similar smartphone support.
• Strong analytical and problem solving abilities.
• Excellent interpersonal and communication skills to work with colleagues at various organizational levels.
• Familiarity with maintaining documentation and communication via Microsoft SharePoint, Excel, Word, and Outlook.
• Education: BS/BA in Information Systems, Computer Science, or a related field is required; a related degree is acceptable. A BS/BA in this field is highly desirable.

Technologies

• ServiceNow
• Microsoft 365 applications (Word, PowerPoint, Excel, Teams, Outlook)
• HP Desktops/Laptops/Tablets
• Windows 10/11
• SharePoint
• Word
• PowerPoint
• Excel
• Teams
• Outlook
• VPN
• iPhone (smartphone) support

Compensation

Hourly rate: USD 37 - 38. Contract type: on site, contract position.

Benefits

• Paid Time Off and Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA with employer matching
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

About Edgewater Federal Solutions

Edgewater Federal Solutions is a privately held government contracting firm based in Frederick, Maryland. Founded in 2002, the company supports customer missions through employee empowerment, strong service, and timely delivery. It holds ISO 9001, 20000-1, and 270001 certifications, has a CMMI Level 3 appraisal for Development and Services, and has been recognized as a Top Workplace in the Greater Washington area.