Help Desk Technician - Journeyman (Night Shift)

Job Description

ECS is seeking a Help Desk Technician (Night Shift) to work remotely .

Looking for a motivated, customer service oriented help-desk specialist for a night shift position with ECS Federal. You will provide technical support to DoD and Government customers using DISA Storefront ordering software. This includes troubleshooting, resolving problems, and ensuring users can effectively utilize the software by providing user education and training.

• Communicate with users via phone, email, chat, ServiceNow incident management, etc. to understand the problem and guide them through solutions.
• Provide step-by-step guidance to users, helping them navigate software and resolve issues independently.
• Provide guidance to users on new software or features and provide best practices with using the ordering tool.
• Resolve account and login issues.
• Manage and track user issues through a ticketing system, ensuring timely resolution.
• Gather feedback from users to identify areas for improvement in the software or support processes.
• Proactively look for order issues and resolve even if not reported by the user.
• Identify and document software bugs, defects or issues and customer pain points to be incorporated in future release.
• Create and maintain documentation like user manuals and troubleshooting guides.

Salary Range: $39.00 - $40.00/hr.

General Description of Benefits

Required Skills

• Secret Clearance
• Excellent communication skills
• Customer service oriented
• Self-motivated
• Initiative

Desired Skills

• Jira
• Service Now

#ECS1

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 3200+ 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.