Help Desk Analyst

ECS is seeking a Help Desk Analyst to work in our Stafford, VA office.  Please Note: This position is contingent upon additional funding.

As a Help Desk Analyst, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, application troubleshooting, and maintenance of application environments. This role requires excellent problem-solving skills, technical expertise, and exceptional communication to provide proper user assistance and resolve issues satisfactorily.   

Responsibilities:

• Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment
• Serve as first point of contact for users experiencing technical issues with their application or application environment
• Respond to inbound support requests via phone, email, or web in a timely and professional manner
• Leverage the incident management system to document support requests and solutions
• Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
• Perform prompt and proper incident escalation of unresolved or complex issues to higher-support levels, providing necessary details and documentation
• Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress
• Leverage functional requirements and software testing environments when troubleshooting issues related to the application
• Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
• Assist in the drafting and maintenance of Help Desk process and procedural documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and user experience

Salary Range: $95,000-$110,000

General Description of Benefits

• Active Top Secret clearance; on-site, Monday–Friday.
• Active Top-Secret Clearance
• Onsite support Monday-Friday, except Federal holidays
• 5+ years’ previous experience in Help Desk operations
• Ability to learn and understand complex software applications
• Proficiency in MS Office and in database software
• Exceptional collaborative communication skills, written and verbal
• Strong organizational and analytical skills
• Ability to work both independently and as part of a team