ECS is seeking a Help Desk Specialist to work in our Dover, DE office. Please Note: This position is contingent upon contract award.
Job Description: As a Help Desk Technician, you will be joining a team responsible for providing a broad range of project management and software development expertise to support the customer's mission. We are looking for someone who will work collaboratively with stakeholders and the development team to research, elicit, analyze, and support operational priorities. In this role, you will:
Answer the phone and monitor email and the ticket management system
Open and update tickets in Heat for all work performed
Communicate with end users describing work being performed and provide status information
Resolve issues within service level targets
Escalate issues as necessary ensuring service level targets are met
Provide help desk support for desktops, laptops and printers
Provide support for the MS Windows 10 operating system and desktop applications including MS Office, Adobe Acrobat, MS Outlook and Internet browsers
Assist with network and application authentication and access issues
Apply troubleshooting techniques to identify problems, investigate causes and perform corrective action
This is a dynamic and fast-paced environment that requires team interaction and coordination of efforts. We are looking for someone experienced in interfacing with client managers and delivery teams developing applications to meet DoD needs.
Must be a US Citizen
Must have an active DoD Secret Clearance.
A Minimum of five (3) years' experience in IT related field
Excellent customer communication skills
Knowledge of MS Windows 10 operating systems including diagnosing and correcting issues
Knowledge of MS Office applications including MS Office 2016, Internet Explorer 11, Skype
Familiarity with Office 365
Experience with Desktop, Laptop and Printer support
Knowledge of MS Office applications
Use of Heat or other ticket management system
Understanding of ITIL best practices
Experience working on custom development software projects
Experience working with DoD customers
Experience working on cybersecurity projects
ITIL v3 Foundations
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
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 2300+ 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.