Help Desk Analyst (Tier 2)

ECS is seeking a Help Desk Analyst II to work remotely. Please Note: This position is contingent upon additional funding.

As the Help Desk Analyst II you will provide Tier 2 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role handles more complex issues, performs root-cause analysis, and determines appropriate escalation paths to platform engineering and data teams. 

This will include the following responsibilities:

• Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
• 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.
• Support and mentor help desk analyst I staff.
• Support with knowledge base documentation.
• Ability to resolve database-related issues using SQL and/or Python.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

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 3300+ 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.

Qualifications

• US Citizenship required – Ability to obtain a DHS Public Trust Security Clearance
• Bachelor’s Degree (preferably in IT) or equivalent combination of experience/education
• 5+ years of IT support or service desk experience in a professional or enterprise environment.
• 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.
• Experience with relational databases such as PostgreSQL and data querying concepts.