User Support Analyst

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. 

Qualifications

• U.S. Citizen.
• Ability to obtain and maintain a DoD Top Secret security clearance.
• Bachelor's degree in Information Systems; Business Management; Computer Science; or similar Science, Technology, Engineering and Mathematics (STEM) discipline preferred.
• Minimum DoD 8140 IAT Level II certification (e.g., Security+), either active, or obtained within 60 calendar days of hire.
• 2+ years of relevant, hands-on, professional experience in a user support role (preferred).
• Proven experience in operations, service delivery, or process management in a customer support environment.
• Technically adept, with the ability to support common IT issues and activities.
• Hands-on experience with all Microsoft O365 tools, as well as Adobe Acrobat.
• Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements.
• Politically savvy to confront difficult problems in a positive and creative way.
• Willingness to work a shift schedule, if required, to support OCONUS end-users.
• Ability to travel (up to 25%) to CONUS and OCONUS locations; may be expected to travel OCONUS multiple times over the lifespan of the effort.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).