Help Desk Specialist (Tier 1)

ECS is seeking a Help Desk Specialist (Tier 1) to work onsite at the FDA White Oak campus to provide IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. Providing end user support via phone, email and web/intranet. 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 Specialist research questions using available information resources, including an IT Help Desk knowledge base.

Follow existing Standard Operating Procedures (SOPs) and enter or receive ServiceNow tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.

Help Desk support services are required 24 hours a day, seven days (7) a week, 365 days a year according to a schedule established by the IT Help Desk Manager and Supervisors.

Demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.

Professionalism, 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.

Requirements:

• Possess proven excellent customer service skills and call tracking/problem management software experience.
• Knowledge of basic PC troubleshooting of and Windows 7 and Windows 10/11.
• Must be able to obtain Public Trust security clearance.

Req Benefits: Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.