Help Desk Analyst (Tier 1)
About the position ECS is seeking a Help Desk Analyst I to work remotely. Please Note: This position is contingent upon additional funding. As the Help Desk Analyst I, you will provide Tier 1 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role will focus on resolving common user issues, answering how-to questions, and ensuring requests are properly documented and routed. This is an entry-level role suited for someone eager to learn, comfortable working with clients, and interested in data and IT. Responsibilities • Serve as the initial point of contact for technical support via phone, email, or ticketing system. • 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. • Document issues, resolutions, and user requests. • Identify recurring issues and escalate patterns to appropriate senior support staff. • Support knowledge base documentation. Requirements • US Citizenship required - Ability to obtain a DHS Public Trust Security Clearance • Bachelor's Degree (preferably in IT) or equivalent combination of education and experience • 1+ years of IT support or service desk experience in a professional or enterprise environment. • Basic understanding of IT concepts (troubleshooting basics, permissions). • Familiarity with remote support tools (e.g., Teams Remote, Quick Assist, or equivalent). • 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. Apply tot his job