Help Desk Analyst (Tier 1)

Job Description

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

Required Skills

• ship 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.

Desired Skills

• Prior experience supporting federal agencies or working in a government contracting role.
• Familiarity with change management/change management procedures.

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.