ECS Limited
Help Desk Specialist
ECS Limited, Silver Spring, Maryland, United States, 20900
ECS is seeking a
Help Desk Specialist
to work in our
Silver Spring, MD
office.
Job Description:
Help Desk Analysts provide IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledge base.
Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. Help Desk analysts work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.
Salary: $50,342
General Description of Benefits
Required Skills:
Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification in addition to Education Requirements.Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.Excellent problem-solving skills and broad understanding of relationships between hardware and applications are necessary.Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10.Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties.Must be able to obtain Public Trust security clearance.HS Diploma or GED; CompTIA A (IT Technician Designation) certificate required.Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.Desired Skills:
Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by 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 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.
Help Desk Specialist
to work in our
Silver Spring, MD
office.
Job Description:
Help Desk Analysts provide IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledge base.
Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. Help Desk analysts work on site and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.
Salary: $50,342
General Description of Benefits
Required Skills:
Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification in addition to Education Requirements.Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.Excellent problem-solving skills and broad understanding of relationships between hardware and applications are necessary.Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10.Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties.Must be able to obtain Public Trust security clearance.HS Diploma or GED; CompTIA A (IT Technician Designation) certificate required.Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.Desired Skills:
Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by 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 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.