ECS is seeking a Help Desk Analyst I to work remotely. Please Note: This position is contingent upon additional funding.
As the Help Desk Analyst I, you will provide Tier 1 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role will focus on resolving common user issues, answering how-to questions, and ensuring requests are properly documented and routed.
This is an entry-level role suited for someone eager to learn, comfortable working with clients, and interested in data and IT.
This role will include the following 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.
Salary Range: $38.46 – $43.27/hr.
General Description of Benefits
Qualifications- 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.