Help Desk Analyst (Tier 2)

ECS Tech Inc-posted about 18 hours ago
Full-time • Mid Level
Remote
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ECS is seeking a Help Desk Analyst II to work remotely. Please Note: This position is contingent upon additional funding. As the Help Desk Analyst II you will provide Tier 2 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role handles more complex issues, performs root-cause analysis, and determines appropriate escalation paths to platform engineering and data teams.

  • Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
  • Log, manage, and resolve incidents and service requests in ServiceNow, escalating as appropriate.
  • Adhere to ITIL-based service management processes and contribute to accurate recordkeeping and knowledge base updates.
  • Support and mentor help desk analyst I staff.
  • Support with knowledge base documentation.
  • Ability to resolve database-related issues using SQL and/or Python.
  • US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance
  • Bachelor's Degree (preferably in IT) or equivalent combination of experience/education
  • 5+ years of IT support or service desk experience in a professional or enterprise environment.
  • Previous experience with a ticketing system such as ServiceNow or equivalent.
  • Excellent interpersonal and customer service skills with a professional demeanor.
  • Sound troubleshooting approach and problem-solving skills.
  • Strong written and verbal communication skills, especially in conveying technical information to non-technical users.
  • Ability to follow standard operating procedures and complete documentation thoroughly.
  • Demonstrated ability to prioritize tasks and manage multiple service requests simultaneously.
  • Experience with relational databases such as PostgreSQL and data querying concepts.
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