ECS Tech Inc

Compensation

Full 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 [https://ecstech.com/careers/benefits] Qualifications * US Citizenship 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.