ECS is seeking a Help Desk Analyst to work in our Stafford, VA office. Please Note: This position is contingent upon additional funding.
As a Help Desk Analyst, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, application troubleshooting, and maintenance of application environments. This role requires excellent problem-solving skills, technical expertise, and exceptional communication to provide proper user assistance and resolve issues satisfactorily.
Responsibilities:
- Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment
- Serve as first point of contact for users experiencing technical issues with their application or application environment
- Respond to inbound support requests via phone, email, or web in a timely and professional manner
- Leverage the incident management system to document support requests and solutions
- Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
- Perform prompt and proper incident escalation of unresolved or complex issues to higher-support levels, providing necessary details and documentation
- Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress
- Leverage functional requirements and software testing environments when troubleshooting issues related to the application
- Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
- Assist in the drafting and maintenance of Help Desk process and procedural documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and user experience
Salary Range: $95,000-$110,000
General Description of Benefits
Preferred Qualifications- Active Top Secret clearance; on-site work at Quantico-area facilities, Monday–Friday.
- Active Top-Secret Clearance
- Onsite support Monday-Friday, except Federal holidays
- 5+ years’ previous experience in Help Desk operations
- Ability to learn and understand complex software applications
- Proficiency in MS Office and in database software
- Exceptional collaborative communication skills, written and verbal
- Strong organizational and analytical skills
- Ability to work both independently and as part of a team
Skills Required
- Active Top Secret clearance
- Onsite support Monday-Friday at Quantico-area/Stafford, VA facilities
- 5+ years previous experience in Help Desk operations
- Ability to learn and understand complex software applications
- Proficiency in MS Office and in database software
- Exceptional written and verbal communication skills
- Strong organizational and analytical skills
- Ability to work independently and as part of a team
ECS Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ECS and has not been reviewed or approved by ECS.
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Healthcare Strength — ECS advertises multiple national-network medical plan options with HSA eligibility alongside dental and vision coverage. Coverage generally begins quickly and is paired with company-paid short- and long-term disability, adding stability to the health package.
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Retirement Support — A 401(k) with Safe Harbor and immediate vesting on employer contributions is emphasized, with an employer match available. Access to an employee stock purchase plan via the parent company provides an additional savings avenue.
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Parental & Family Support — Paid parental leave up to 30 days, adoption assistance, and other family-oriented leaves are highlighted. Feedback suggests these offerings add meaningful value beyond base pay for many roles.
ECS Insights
What We Do
ECS, a segment of ASGN (NYSE: ASGN), delivers advanced solutions and services in cloud, cybersecurity, artificial intelligence (AI), machine learning (ML), application and IT modernization, and science and engineering. The company solves critical, complex challenges for customers across the U.S. public sector, defense, intelligence and commercial industries. ECS maintains partnerships with leading cloud, cybersecurity, and AI/ML providers and holds specialized certifications in their technologies. Headquartered in Fairfax, Virginia, ECS has more than 3,400 employees throughout the U.S. and has been recognized as a Top Workplace by The Washington Post for the last five years.
