ECS is seeking an
ARPA-H Tier 1 Service Desk to work in our
Remote office.
Please Note: This position is contingent upon contract award. Are you a passionate Service Desk Support Specialist ready to support the leading edge of scientific and healthcare advancements in the Federal Government today?
ECS is seeking talented and driven professionals to support the Advanced Research Projects Agency for Health (ARPA-H). In this role, you will serve as a scientific and technical advisor to ARPA-H-enabling the agency to manage and provide oversight to advanced R&D efforts; help shape future R&D concepts, programs, and solutions; integrate and advance our nation's healthcare ecosystem processes, policies, and enabling technologies; and enable the agency to expand its healthcare and scientific scope into yet unknown areas. As a "systems engineering and technical assistance" advisor, you will provide support to R&D performer teams, Government Program Managers, and stakeholders across the health innovation ecosystem. Join us and be a part of history.
Position 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.
Salary Range: $28.84-$38.46
General Description of Benefits
- 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.