What are the responsibilities and job description for the User Support Analyst position at ECS Federal, LLC?
ECS is seeking a User Support Analyst to work in our Fairfax, VA office.
ECS is seeking a User Support Analyst to work in our Fairfax, VA office in a hybrid, on-site/remote work schedule with the ability to support shift work. The User Support Analyst will assist in the day-to-day support of a growing program on behalf of the Department of Defense (DoD) by providing valuable support to 300 end-users. This position requires strong technical skills and enterprise-level desktop/application integration experience; as well as customer service, excellence in communication, innovation, collaboration, and teamwork. Candidates must be able to work in a demanding, high-energy environment that requires innovative solutions to business challenges.
Duties:
- Work closely with the Program Manager to maintain program awareness, scheduling, and asset accountability.
- Track and maintain overall user awareness, user accesses, and associated hardware, both CONUS and OCONUS.
- Provide comprehensive phone, chat, web submission, and email support for the efficient resolution of end-user incidents and requests.
- Assist cross-functional teams in resolving IT-related issues for all supported platforms.
- Work closely with Logistics teams on hardware inventory and shipping.
- Partner with IT and Cloud teams to develop, test, and implement commercially- and internally-developed solutions.
- Test newly developed solutions and provide feedback to the Program Manager.
- Remotely resolve basic to advanced customer-reported issues.
- Create and manage accounts following proper standard operating procedures (SOP).
- Act as a technical escalation point within the team.
- Support shift work as needed in order to provide seamless user assistance to OCONUS users.
- U.S. citizen.
- Ability to obtain a Top Secret security clearance.
- 1 years of relevant, hands-on, professional experience.
- Technically adept, with the ability to support common information technology (IT) issues and activities.
- Hands-on experience with all Microsoft O365 tools.
- Demonstrated ability to communicate clearly and effectively, both orally and in writing.
- Political savvy to confront difficult problems in a positive and creative way.
- Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements.
- A motivated, self-starter who enthusiastically tackles challenging operational problems and can quickly grasp and implement creative solutions.
- Willingness to work a shift schedule, if required, to support OCONUS end-users.
- Ability to travel (up to 25%) to OCONUS and CONUS locations; may be expected to travel OCONUS multiple times over the lifespan of the effort.
- Willingness to travel for extended periods to support customers on site.
Req Benefits:
