User Support Analyst

ECS Tech Inc•Fairfax, VA

7h•Hybrid

About The Position

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.

Requirements

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).

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.