• ECS Federal
  • $46,910.00 -91,480.00/year*
  • Vinton , VA
  • Customer Service/Call Center
  • Full-Time

Job Description:

ECS is looking for a Help Desk Analyst to support one of our Department of Defense customers. This position is based at the client site in Stafford, VA.
As a Help Desk Analyst, you will be joining a team responsible for providing Help Desk support to the customer s mission. The individual will be responsible for all configuration management aspects of the project. The candidate's will be available to respond to questions and problems via telephone during the normal working hours of 0800 1700, Monday through Friday, except Federal Holidays (local time).

Responsibilities include, but are not limited to the following:

  • The candidate will maintain (updated concurrently with the released version) electronic web-based help files accessible within the M-SHARP application.
  • The candidate will provide telephone/email points of contact for all On-Site Technical Support contractors and access to a web-based Customer Support Request form (ticketing system) to recommend software enhancements, report anomalies, request accounts, and request on-site training.
  • Respond to internal & external phone call and email requests and provide technical support
  • Document, track and monitor problems to ensure timely resolution of customer issues
  • Responds to and diagnoses problems through discussion with users.
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Required Skills:

  • U.S. Citizenship, and an active DoD Secret clearance required.
  • Bachelor s degree. Strong written and oral communications skills.
  • At least 2 years experience in troubleshooting/repair within desktop and networking support, IT concepts and software applications.
  • Proficient with MS Windows and Office products, VPN / remote access, and anti- virus software.
  • Knowledge of Internet based systems
  • Outstanding customer service skills.
  • Ability to think logically
  • Creativity, initiative, accountability
  • Excellent written and verbal communication skills
  • Ability to set goals and achieve scheduled deadlines
  • Desired Skills:

  • Microsoft Certified Desktop Support Technician (MDST) and/or Microsoft Office Specialist (MOS) certification.
  • ECS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable Federal, state and local laws. ECS also maintains a drug-free workplace.

    ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 2300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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