User Support Analyst - Fairfax, United States - ECS

ECS Fairfax, United States

3 weeks ago

Description

ECS is seeking a User Support Analyst to work in our Fairfax, VA office.

Job Description:

We are a rapidly growing company that considers our employees and teams to be our most important assets. Our team environment provides opportunities for growth to individuals who are motivated to excel. We are situated in Merrifield, VA - well positioned for most commutes within the Northern Virginia area. We also offer opportunities for telework and have some of the most interesting and advanced IT business in the DC area. Our growing program works with the most forward leaning technologies and extraordinary customers who are thought and action leaders in within the AI/ML domain. We offer a highly competitive compensation and benefits package to the right person for this key position.

ECS is seeking a User Support Analyst to work as a member of a team supporting a growing program tasked with building, managing, and maintaining a Mission Partner Environment for the DoD community. The candidate will provide valuable analytical assistance and support to both the Program Team and users in the field. 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. The User Support Analyst will work in a hybrid onsite/remote capacity at ECS Corporate offices located in Fairfax, VA.

Job Responsibilities:

Provide comprehensive Phone, Chat, Web Submission, and Email support for the efficient resolution of incidents and requests of end-users located in both CONUS and OCONUS locations.
Assist IT field technicians and cross-functional teams in resolving IT-related issues for all supported platforms.
Partner with IT teams to develop, test, and implement commercially- and internally-developed solutions.
Test newly-developed solutions and provide feedback to IT and project management teams.
Remotely resolve basic to advanced customer-reported issues.
Create and manage accounts and track tickets following proper standard operating procedures (SOP).
Act as a technical escalation point within the team.
Provide operational support to the Program Manager and Team, as requested, to support ongoing program initiatives and daily activities; examples include:
- Supporting weekly program/project meetings with government customers
- Organizing and maintain team / user documentation
- Tracking and managing risks and action items to closure
- Working with government customers to ensure efficient tasking and task completion

Required Skills:

U.S. Citizenship is required per contract.
Ability to work in a hybrid, on-site/remote capacity in Fairfax, VA (~3 days in office).
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.
3 years of relevant, hands-on, professional experience.
DoD 8570 Compliant, minimum IAT Level II (e.g., CompTIA Security or higher); must either be current or achieved within 45 calendar days of employment.
Technically adept, with the ability to support common information technology (IT) issues and activities.
Demonstrated ability to communicate clearly and effectively, both orally and in writing.
Hands-on experience with Microsoft O365 tools.
Politically 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.
Willing to work a shift schedule, if required.
Willing to travel and provide on-site customer support.
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.

Desired Skills:

Preference shown to candidates with:

Active DoD Top Secret security clearance.
Experience working with DoD organizations and/or performers.
Experience with detailed requirements gathering, interpretation, analysis, and validation.
Experience developing strategic plans to meet customer mission requirements.
Experience with project planning and scheduling.
Experience with software development, maintenance, and support, including quality assurance and life-cycle management.
Hands-on experience with Atlassian's Jira and Confluence.
Experience administrating user profiles within the Microsoft Active Directory suite.

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.

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