- Professional
- Ufficio in Fairfax
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.
