Tier 1 Analyst

Job Description

ECS is seeking a Tier 1 Analyst to work in our Washington, DC office.

ECS is actively seeking someone to support all aspects of the FCC's IT Infrastructure by delivering and maintaining a robust, flexible, secure, and efficient technology portfolio while tracking all efforts performed in the FCC's IT Service Management System.

Responsibilities to include:

• Provide technical support via phone, email or in person to customers (shift work)
  
• Understand basic troubleshooting
  
• Providing basic troubleshooting for Office 365 applications
  
• Providing basic support for IPhone and Android functions
  
• Track all work in the FCC IT Service Management (ITSM) system
  
• Conduct a monthly service ticket review with the Team Lead
  
• Provide technical support for application and software changes when there would most likely be an influx of calls
  
• Providing professional customer service via email and in person
  
• Provide Service Center Operations on-site and remote support to all FCC facilities and field offices.
• Track all work in the FCC IT Service Management (ITSM) system.
• Provide support for major applications and software for licensing and tracking.
• Provide Enterprise Mobility support; support mobile devices and support software

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit at a desk and use a computer and soft phone for extended periods.
• The position is generally sedentary but may require walking or standing for brief periods of time.
• Employee may occasionally be required to move, carry, push, pull and/or lift up to 10 pounds. i.e. laptop
• In this position, the employee may receive customers in person and will need to rise from his desk and assist customers by communicating and instructing.

Work Environment

• Job is performed onsite with the exception of weekend support, which is performed remotely.
• The noise level in the work environment is generally very low with minimal background noise.
• Comfortable climate control and adequate lighting.

Salary Range: $20.80 - $22.02/hr.

General Description of Benefits

Required Skills

• Professional written and verbal communication skills
• Knowledge of basic troubleshooting
• Providing basic troubleshooting for Office 365 applications
• Providing basic support for IPhone and Android functions
• Experience using a ticket tracking software
• Knowledge of basic ITSM

Desired Skills

• CompTIA Certification
• College studies
• Professional verbal and written communication skills
• Critical thinker/troubleshooting
• Ability to multi-task

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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 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.