Tier I Helpdesk

Job Description

ECS is seeking a Tier I Helpdesk to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.

The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL ] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.

The service desk is responsible for:

(1) delivering remote IT support by creating, maintaining, and using knowledge articles1

(2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.

The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL ] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.

Service desk responsibilities to include:

• Delivering remote IT support by creating, maintaining, and using knowledge articles.
• Performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.
• Accurately document via ticketing system and report all incidents and service requests
• Effectively process all incidents and service requests
• Provide support for all OIG-issued end-user IT equipment (laptops and docking stations, conference room equipment, network and printers, wireless devices, computer monitors, mobile devices and assorted peripheral devices)
• Develop and maintain updated service desk work instructions and documentation, focusing on service conservation, incident resolution and self-help recovery procedures

Required Skills

• High School Degree required plus 2 years of experience.
• Minimum of 2 years of experience in a technical support role (e.g., service desk, help desk, desktop support).
• Strong understanding of basic IT concepts and terminology (E.g., operating systems, hardware, networking, software applications.)
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
• Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.
• Passion for continuous learning and growth, both individually and as part of a team.
• Able to support on-site within the core hours of 6:00 AM to 7:00 PM EST
• Able to support "on-call" outside core hours
• Must be able to obtain and maintain a public trust clearance

Desired Skills

• Associate degree or bachelor's degree in information technology or related discipline.
• Any technical certifications
• ITIL v4 Foundations Certification
• Familiarity with the Service Now platform

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.