Service Desk Analyst (Junior)

ECS is seeking a Service Desk Analyst (Junior) to work Stafford, VA and Huntsville, AL.

Are you ready to play crucial role in supporting cutting-edge technology for federal law enforcement and scientific organizations with IT services and support for hardware, IT systems, applications, and operational technologies that support mission critical operations? ECS is seeking a highly skilled and motivated service desk analyst to join our team and make a positive impact working at the intersection of traditional IT and specialized scientific and Operational Technology (OT) systems.

As a service desk analyst, you will assist end users and teams in resolving application, hardware, infrastructure, and network related issues to support mission operations and ensure service availability.

In this role, you'll have the opportunity to:

• Support application deployments, installations, change requests, updates across a complex network of Laboratory Information Management Systems (LIMS), databases, and connected applications and instruments.

• Support the ongoing development and enhancement of IT Service Management processes, operating procedures, and best practices to promote improvements in service quality and team efficiency.

• Support the operations and maintenance of end user workstations, networks, and connected devices to ensure functionality, performance, security and reliability.

• Assist in training and providing user assistance to support organizational efficiency and understanding of IT services, applications, and processes.

• Provide customer facing support working to troubleshoot and resolve issues affecting key application, scientific instrumentation, and IT systems and services to support mission operations.

The successful candidate will demonstrate strong communication skills, and an analytical mindset needed support service requests, incident response, and problem management for IT systems, applications, and scientific instrumentation. Some prior experience applying systems analysis techniques and procedures, including consulting with users, to determine root cause and provide recommended resolutions for hardware, software or system issues is preferred.

Responsibilities include:

• Provide quality customer service and IT-related support to application users, operations, and engineering teams in a dynamic and fast-paced environment

• Provide technical support to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer

• Collaborate with systems engineers, administrators and operations teams to resolve escalated cases

• Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues for supported IT systems, applications, and devices

• Draft and maintain standard operating process and procedure documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and service quality

• Leverage the incident management system to document support requests and solutions as well as to monitor and manage support queues for quick resolution and proper escalation of incidents when necessary

• 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 planning, coordination, and implementation of Service Desk project activities and operations

• US citizenship required per contract with active Top-Secret clearance

• A minimum of two (2) years of experience supporting an IT infrastructure, systems, and applications, including ensuring quality of service operations, and managing tickets in alignment with SLO's.

• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation

• Experience with some or all of the following technologies:
• Oracle, SQL, Apache/Tomcat, Solar, MS Patch, Windows administrator and Windows domain Citrix XenCenter, and related products; Active Directory, virtualization technologies such as Hyper-V and VMware, Red Hat Linux, CentOS, or related technologies

• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment;

• Ability to provide clear, step by step technical assistance, both written and verbal, using plain language standards

• Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.