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User Support Analyst

ECS Tech · Fairfax, United States Of America · Hybrid

  • Professional
  • Escritório em Fairfax
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ECS is seeking a User Support Analyst to work in a hybrid onsite/remote capacity at ECS Corporate offices located in Fairfax, VA. 

 

ECS is seeking a User Support Analyst to support a growing program on behalf of the Department of Defense (DoD). The selected candidate will provide valuable assistance to 200+ users. This position requires strong operations experience, technical skills and enterprise-level desktop/application integration experience, as well as customer service, excellence in communication, innovation, collaboration, and teamwork. The selected candidate must be able to work in a demanding, high-energy environment that requires innovative solutions to business challenges.

 

General Responsibilities:

  • Work closely with Project / Program Managers to maintain program awareness, scheduling, and asset accountability.
  • Support shift work, as needed, in order to provide seamless user assistance to OCONUS users.
  • Track and maintain overall user awareness, user accesses, and associated hardware (both CONUS and OCONUS).
  • Maintain constant communication with the Project and Program managers to ensure timely program operations.
  • Document support processes, recurring issues, and suggested operational improvements to enhance knowledge sharing and drive efficiency.
  • 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 with the Project Manager to keep and maintain notes for distribution following government meetings.
  • 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 Project / Program Managers.
  • 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.