Job Details

Tier 1 Service Desk - 13832-4835 at ECS Federal LLC in Pocatello, Idaho, United States Job Description ECS is seeking a Tier 1 Service Desk to work in our Pocatello, ID office. Job Description: ECS is seeking a TS-cleared Tier 1 Help Desk Support Admin in Pocatello, ID to provide front facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world's finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber attacks, and major criminal threats. We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment. Shifts: Seeking flexibility with shift schedules ranging from First, Second, and Third shift. Responsibilities include: Provide IT support to all customers Receive customer IT queries by multiple methods (phone, self-service, etc.) Provide the necessary information in the ticket in the event the ticket is passed to another solver group Triage and troubleshoot tickets submitted Change and reset passwords on all FBI enclaves Provide desktop software application assistance and installation Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities Remotely access the end-users desktop to provide support Provide customers with status of the ticket and serve as primary support admin through ticket resolution Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible Provide expert technical support to customers having varying levels of computing skills Provide detailed diagnostic summary for the next tier level support Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities Interacts with management to facilitate timely problem resolution Knowledge in the use of and application of metrics to increase efficiency and solve issues Possesses excellent communication skills Required Skills: Bachelor's Degree or equivalent experience and / or technical certifications 1-4 year of experience with Call Center/Help Desk Management Strong interpersonal skills Advanced understanding of IT Service Management processes Must have a current Top-Secret Clearance with the capability of Obtaining SCI / CI-Poly as needed to meet contract requirements Ability to work in a 24/7 environment Desired Skills: HDI Certification (preferred) Direct experience with HP Service Manager Direct experience with Avaya Experience with Agile project management Previous experience working on a Help Desk-centric program Experience with supporting a program with adherence to SLAs Experience supporting a customer within Government Law Enforcement ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local 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 3000+ 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. General Description of Benefits To view full details and how to apply, please login or create a Job Seeker account