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ECS · 3 weeks ago

Help Desk Analyst (Tier 1)

United States

Full-time

Remote

Entry Level

$60K/yr - $70K/yr

1+ years exp

ECS is a leading mid-sized provider of technology services to the United States Federal Government. They are seeking a Help Desk Analyst I to provide Tier 1 service desk support as part of a data analytics/business intelligence team supporting DHS HQ.

Artificial Intelligence (AI)Cloud InfrastructureComplianceConsultingCyber SecurityInformation TechnologyMachine LearningSecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serve as the initial point of contact for technical support via phone, email, or ticketing system

Log, manage, and resolve incidents and service requests in ServiceNow, escalating as appropriate

Adhere to ITIL-based service management processes and contribute to accurate recordkeeping and knowledge base updates

Document issues, resolutions, and user requests

Identify recurring issues and escalate patterns to appropriate senior support staff

Support knowledge base documentation

Qualification

IT support experienceServiceNowIT conceptsRemote support toolsTask prioritizationInterpersonal skillsProblem-solving skillsCommunication skillsDocumentation skills

Required

US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance

Bachelor's Degree (preferably in IT) or equivalent combination of education and experience

1+ years of IT support or service desk experience in a professional or enterprise environment

Basic understanding of IT concepts (troubleshooting basics, permissions)

Familiarity with remote support tools (e.g., Teams Remote, Quick Assist, or equivalent)

Previous experience with a ticketing system such as ServiceNow (or equivalent)

Excellent interpersonal and customer service skills with a professional demeanor

Sound troubleshooting approach and problem-solving skills

Strong written and verbal communication skills, especially in conveying technical information to non-technical users

Ability to follow standard operating procedures and complete documentation thoroughly

Demonstrated ability to prioritize tasks and manage multiple service requests simultaneously

Preferred

Prior experience supporting federal agencies or working in a government contracting role

Familiarity with change management/change management procedures

Company

ECS

Glassdoor3.6

ECS is a fast-growing 4,000-person, $1.2B provider of advanced technology solutions for federal civilian, defense, intelligence, and commercial customers.

Founded in 2001

Fairfax, Virginia, USA

1001-5000 employees