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ARPA-H Tier 1 Service Desk

$59,987 - $79,997/Yr

On Assignment - Fairfax, VA

posted 2 months ago

Full-time - Entry Level
Fairfax, VA
Administrative and Support Services

About the position

The ARPA-H Tier 1 Service Desk position at ECS Federal, LLC involves providing essential technical support to users within the Advanced Research Projects Agency for Health (ARPA-H). This role is crucial for enabling the agency to manage and oversee advanced research and development efforts in healthcare and scientific innovation. The Service Desk Support Specialist will act as the first point of contact for technical issues, ensuring effective communication and resolution of user problems while contributing to the agency's mission of advancing healthcare solutions.

Responsibilities

  • Serve as the first point of contact for users experiencing technical issues by providing Tier 1 support.
  • Respond to inbound support requests via phone, email, or chat in a timely and professional manner.
  • Troubleshoot and resolve basic system issues related to hardware, software, and network problems.
  • Provide clear and effective communication to users about the status of their issues and resolution progress.
  • Document support requests and solutions in the service management system.
  • Escalate unresolved or complex issues to higher-level support teams, ensuring a smooth transition and providing detailed information.
  • Follow up with users to ensure issues are resolved to satisfaction.
  • Support setup, configuration, and installation of new software and hardware as needed.
  • Stay current with system updates, new technologies, and troubleshooting methodologies.

Requirements

  • Associates in technical field
  • 5 Years of relevant experience
  • Previous experience providing help desk support or service desk support in a technical or customer-facing role.
  • Proficiency in troubleshooting common operating system, hardware, and software issues.
  • Strong understanding of ticketing systems and problem resolution workflows.
  • Familiarity with network troubleshooting and system configurations.
  • Demonstrated ability to conduct independent research, analyze data, and write reports.
  • Excellent communication and collaboration skills.
  • Ability to work independently and as part of a team.
  • Strong work ethic and a passion for healthcare and scientific discovery.
  • U.S. citizenship or lawful permanent residency is required.

Benefits

  • Health insurance
  • 401k plan
  • Paid time off
  • Professional development opportunities
  • Flexible scheduling
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