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Tier 1 Service Desk

ECS Federal

ECS Federal

Posted on Saturday, May 4, 2024

ECS is seeking a Tier 1 Service Desk to work in our Huntsville, AL office. Please Note: This position is contingent upon availability of additional funding.

Job Description:

ECS is seeking a TS-cleared Tier 1 Help Desk Support Admin in Huntsville, AL office. ***This position is contingent upon availability of position and ability to attain a Top Secret Clearance***. As a help desk technician you will provide front facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world’s finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber attacks, and major criminal threats.

This role involves a shift work schedule to support our 24/7 operation, including weekends and holidays. Candidates must be flexible in their availability. While we make every effort to accommodate individual preferences, it's essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidates should be prepared to work various shifts as dictated by based on operational needs as determined by management.

Shifts: Seeking flexibility with shift schedules ranging from First, Second, and Third shift.

Responsibilities include:

  • Provide IT support to all customers
  • Receive customer IT queries by multiple methods (phone, self-service, etc.)
  • Provide the necessary information in the ticket in the event the ticket is passed to another solver group
  • Triage and troubleshoot tickets submitted
  • Change and reset passwords on all FBI enclaves
  • Provide desktop software application assistance and installation
  • Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities
  • Remotely access the end-users desktop to provide support
  • Provide customers with status of the ticket and serve as primary support admin through ticket resolution
  • Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible
  • Provide expert technical support to customers having varying levels of computing skills
  • Provide detailed diagnostic summary for the next tier level support
  • Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
  • Interacts with management to facilitate timely problem resolution
  • Knowledge in the use of and application of metrics to increase efficiency and solve issues
  • Possesses excellent communication skills

Required Skills:

  • Ability to work in a 24/7 environment
  • Bachelor's Degree or equivalent experience and / or technical certifications
  • 1+ year of experience with Call Center/Help Desk Management
  • Strong interpersonal skills
  • Advanced understanding of IT Service Management processes
  • Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.

Desired Skills:

  • HDI Certification (preferred)
  • Direct experience with HP Service Manager
  • Direct experience with Avaya
  • Experience with Agile project management
  • Previous experience working on a Help Desk-centric program
  • Experience with supporting a program with adherence to SLAs
  • Experience supporting a customer within Government Law Enforcement

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.