This role involves supporting veterans and their families through virtual benefit consultations. Host scheduled Zoom consultations with clients Clearly explain supplemental life, accident, and health benefit options Guide clients through enrollment and provide ongoing policy support Maintain accurate digital records while ensuring compliance standards Participate in weekly training sessions, team development calls, and leadership workshops

This position provides 1st level remote support to end users and reports to the Technical Service Desk Team Manager. The technician will receive incoming phone calls, emails, and chats from multiple customers, using the Knowledge Base and other tools to attempt to resolve customer situations on the first contact. If first contact resolution is not possible, the technician will follow the escalation path for problem resolution, including follow-ups. Responding to inbound incident requests within defined SLA’s Customer Service: providing customer-oriented telephone and email/chat abilities that respond quickly, competently, and patiently to customer requests Customer identification and verification of problems through probing questions and effective listening skills Problem solving: gathering information, evaluating options, and offering solutions Providing technical support to Enterprise End Users: Standard Windows Operating systems, Commercial Off the Shelf (COTS) software, Active Directory, Password Resets, Wired and Wireless Network support Troubleshooting computers, printers, and connectivity issues

Edgewater Federal Solutions is seeking a Service Desk Manager to support a federal client operations environment. This role provides advanced customer support and subject-matter expertise in a structured, compliance-driven service desk supporting enterprise users. Resolve complex customer issues escalated from front-line support teams Apply policy, system, and process knowledge to deliver accurate resolutions Document investigations, actions, and outcomes clearly and consistently Support knowledge base development and continuous process improvement Assist with onboarding, mentoring, and informal training of support staff Assist with technical issues Collaborate with program leadership to maintain service quality standards

This role involves providing virtual benefit consultations to clients across the nation. Host scheduled virtual benefit consultations via Zoom with clients nationwide Match individuals and families with appropriate life, accident, and supplemental coverage options Guide clients through the enrollment process with clarity and professionalism Maintain accurate and compliant digital documentation Participate in weekly team meetings, skill-building sessions, and performance coaching Collaborate with colleagues to share best practices and achieve collective goals