ECS Federal Huntsville , AL 35801
Posted 3 weeks ago
ECS is seeking a Tier 1 Service Desk to work in our Huntsville, AL office. Please Note: This position is contingent upon availability of additional funding.
Job Description:
ECS is seeking a TS-cleared Tier 1 Help Desk Support Admin in Huntsville, AL office.
This position is contingent upon availability of position and ability to attain a Top Secret Clearance. As a help desk technician you will provide front facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world's finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber attacks, and major criminal threats.
This role involves a shift work schedule to support our 24/7 operation, including weekends and holidays. Candidates must be flexible in their availability. While we make every effort to accommodate individual preferences, it's essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidates should be prepared to work various shifts as dictated by based on operational needs as determined by management.
Shifts: Seeking flexibility with shift schedules ranging from First, Second, and Third shift.
Responsibilities include:
Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
Remotely access the end-users desktop to provide support
Provide customers with status of the ticket and serve as primary support admin through ticket resolution
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
Provide expert technical support to customers having varying levels of computing skills
Provide detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills
Required Skills:
Ability to work in a 24/7 environment
Bachelor's Degree or equivalent experience and / or technical certifications
1+ year of experience with Call Center/Help Desk Management
Strong interpersonal skills
Advanced understanding of IT Service Management processes
Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.
Desired Skills:
HDI Certification (preferred)
Direct experience with HP Service Manager
Direct experience with Avaya
Experience with Agile project management
Previous experience working on a Help Desk-centric program
Experience with supporting a program with adherence to SLAs
Experience supporting a customer within Government Law Enforcement
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
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 3800+ 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.
ECS Federal