Service Desk Analyst

Job Description

ECS is seeking a Service Desk Analyst to work in our Washington, DC office.

• Provide Tier 2-3 support to users across a large enterprise
• Deploy software through various means to different networks
• Work with several other teams daily
• Manage, process, and resolve tickets through the Service Manager ticketing system
• Provide reports to leadership
• Update software packages
• Author, collaborate on, and maintain project and system documentation
• Provide occasional after-hours support for high priority tickets

This position offers a unique opportunity to work in a high-security environment, directly supporting national defense and law enforcement initiatives. If you are passionate about securing mission-critical systems and thrive in a fast-paced, high-stakes environment, we encourage you to apply.

Salary Range: $80,000 - $95,000

General Description of Benefits

Required Skills

• Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.
• 2+ years of experience in a similar position with a large organization
• Process development and improvement experience
• Experience using Microsoft Office tools
• Windows Operating Systems
• Strong customer service and strong communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Experience with computer terms and customer service operations

Desired Skills

• Weekly Ticket Processing
• Monthly Ticket Reporting
• Software Deployment
• Answer Service Manager Requests and provide Tier ll-III support to users on a variety of issues
• Responds to emails, and personnel requests for technical support
• Log and prioritize tickets and provide reports as required on Service Level Agreements (SLAs)
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Possess strong customer service and communications skills
• Analyze, evaluate, and test software and hardware problems
• Handle heavy ticketing volume
• Active Directory knowledge
• Power shell knowledge
• Microsoft Azure Entra ID knowledge

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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.