User Support Analyst

ECS is seeking a User Support Analyst to work in a hybrid capacity at our ECS Corporate offices located in Fairfax, VA, with up to 3 business days in office.

Job Description:

ECS is seeking a User Support Analyst to support 100 end-users on a Department of Defense (DoD) Program. The ideal candidate has strong technical skills, enterprise-level desktop/application integration experience, and prior customer service experience; and excels in professional communication, innovation, collaboration, and teamwork.

General Job Responsibilities:

• 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.
• Other duties, as assigned.

• U.S. Citizenship required per contract.
• Active DoD Secret security clearance, with the ability to obtain a Top Secret security clearance.
• Bachelor's degree in Computer Science; Information Systems Management; or similar Science, Technology, Engineering and Mathematics (STEM) discipline.
• 4 years of relevant, hands-on, professional experience.
• DoD 8570 Compliant, minimum IAT Level II certification (either current, or ability to obtain within 60 calendar days of hire); CompTIA Security and/or CISSP preferred.
• Willingness to work a shift schedule, if required, to support OCONUS end-users.
• Ability to travel (up to 25%) to OCONUS and CONUS locations to support customers on site; may be expected to travel OCONUS multiple times and for extended periods over the lifespan of the effort.
• Technically adept, with the ability to support common information technology (IT) issues and activities.
• Hands-on experience with all Microsoft O365 tools.
• Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements.
• Demonstrated ability to communicate clearly and effectively, both orally and in writing.
• Political savvy to confront difficult problems in a positive and creative way.
• A motivated, self-starter who enthusiastically tackles challenging operational problems and can quickly grasp and implement creative solutions.