ECS is seeking a
Tier 1 Service Desk Analyst to work in our
Fairfax, VA office.
ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency's (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete 'Data Services' solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.
We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must.
ECS has an exciting opportunity for a Tier 1 Help Desk Analyst.
The Helpdesk Analyst will support the coordination of all required activities to triage, troubleshoot, escalate and resolve for tickets submitted by DHS Federal and contract employees in a timely manner to ensure issue closure within program Service Level Objectives in support of CDM Agency.
Duties include:
- Monitor ITSM Service Desk tools to troubleshoot, escalate and resolve help desk tickets for multiple DHS customers and groups.
Analyze, troubleshoot and resolve Incidents via several methods (phone, e-mail, instant message, automated alarms, etc.) and fulfill Service Requests. - Investigate elevated client support issues to confirm the validity of Problems, research known solutions via the Knowledge Base to the related issue and utilize various diagnostic tools to identify root cause.
- Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.
- Contribute toward the research and development of solutions in the form of Knowledgebase articles for new and unknown issues.
- Ensure technical support services are delivered to clients in a high quality and professional manner consistent with ECS initiatives, client expectations as well as meeting SLAs.
- Good verbal and written communication skills are a must.
- Must be a U.S. Citizen with the ability to obtain a Public Trust Suitability
- 2+ Years experience as a Tier 1 Help Desk or Service Desk Analyst
- Experience with the use of (ITSM) tools such as Atlassian Jira or ServiceNow in a production environment supporting ticket triage and escalation
- Experience with application integrations using data processing pipelines, Kibana or Elastic.
- Must possess strong communication skills and must have the ability to communicate effectively (written and verbal) with all levels of staff and management and can translate technical information to a non-technical audience.
- Ability to interact at all levels of management internally, and with customers and vendors
- Excellent follow-through
- Takes initiative and doesn't need constant instruction
- Must be able to multi-task and manage time amongst clients
- Willingness to learn new technology and advance your career in the IT industry