Tier 2 Service Desk Engineer

ECS is seeking a Tier 2 Service Desk Engineer to work in our Washington, DC office.

Job Description:

ECS has an exciting opportunity with the US Mint to provide Tier 2 Service Desk support for their IT Operations Support division. Duties include:

• Analyze and troubleshoot technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

• Investigate elevated client support issues to confirm the validity of the problem, research known solutions to the related issue.

• Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.

• Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also perform on site troubleshooting as required.

• Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.

• Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with ECS initiatives, client expectations as well as meeting SLAs.

• Provide technical escalation support to all Tier I and II Analysts for assigned customers.

• Work with the Service desk lead to coordinate the training of level 1 and level 2 Service desk team members on advanced IT topics networking, collaboration technologies and cybersecurity.

• Disseminate customer communications internally and publish to Analysts as needed.

• Periodically meet with US Mint stakeholders to discuss status and provide continual improvement strategies.

• Continuously recommend improvements in process and procedure to improve operations.

• Good verbal and written communication skills a must.

Salary Range: $50,000 - $85,000

General Description of Benefits

Required Skills:

• BS Degree in Computer Science or Information Systems or Equivalent Experience

• 2+ Years experience as a Tier 2 Service desk engineer

• Experience with a ticketing system such as ServiceNow

• Active Directory Administration

• MacOS/iOS experience

• VPN Troublshooting

• VTC experience

• Ability to interact at all levels of management internally, and with customers and vendors

• Excellent follow-through

• Takes initiative and doesn't need constant instruction

• Must be able to multi-task and manage time amongst clients

• Willingness to learn new tech and advance your career in the IT industry

• Good verbal and written communication skills a must.

Desired Skills:

• Security+ Certification

• ITIL Foundation Certification

• Network Troubleshooting Experience

• An extensive amount of experience in basic computer troubleshooting

• A+ / Network + / Security+/MCSA / MCSE are a plus, but not required

• SCCM operational experience

• MacOS administration

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local 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.