Help Desk Technician
ECS Corporate Services

Job Info

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ECS is seeking a Help Desk Technician to work in our Remote office.

Job Description:

IndraSoft, Inc. is seeking a Help Desk Technician - Journeyman with a fully adjudicated Secret clearance to work in the Annapolis Junction, Maryland area. The Help Desk Technician will support DISA Storefront Global Service Desk team and will be responsible for all Tier I and II escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the DISA Storefront solutions/application(s); troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer's behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system.

This requirement entails shift work options. Core business hours is defined as 0800 - 1700 during weekdays (in accordance with global customer time zones). Contact with customers may periodically be required on weekends, but not Federal holidays. This requirement requires shift work as defined by:

Day shift 7am - 3 pm

Mid-shift 3pm-11pm

Nightshift 11pm-7am

Technical support will be available on a 24/7 basis and available Monday through Friday during global government business hours. The Tier II Help Desk will serve as the 24/7 escalation point for Tier III activations. The goal is to provide customer support to our global user base during their core business hours. *Mid-shift and Nightshift will start on a Sunday evening.

Physical Demands:

While performing duties of the job, applicant will be exposed to normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires applicant to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must be able to lift and/or move up to 20 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.

Salary Range: $50,000-$55,000

General Description of Benefits

Required Skills:

• Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.
• Final Secret required.
• US citizenship required per contract.
• 5+ years of directly related experience in supporting Tier II and Help Desk operations.
• Proficient in the use of BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow "Support IT", contract and purchasing software.
• Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.
• Proficiency in MS Office products.
• Knowledgeable in the use of remote-control utilities to resolve customer issues.
• Familiar with a variety of field's concepts, practices, and procedures.
• Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
• Excellent communication, business analytical and problem-solving/trouble shooting skills.
• Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
• Strong English language skills (both written and verbal).
• Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment.
• Ability to efficiently handle stressful situations.

Desired Skills:

• Communication skills.
• Customer service oriented.

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.

General Description of Benefits

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