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

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.

ECS

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