Everforth ECS Federal is seeking a Help Desk Analyst Jr. to work in our Stafford, VA office.
Everforth ECS is seeking a motivated and detail-oriented Junior Application Support Analyst to join our team in support of mission-critical government systems. Your role includes providing technical and analytical support for custom software applications that directly enable the work of federal law enforcement and criminal justice organizations. Your efforts will help ensure the reliability and effectiveness of software applications that are essential to safeguarding the public, supporting investigations, and advancing the customer's mission. You will gain the ability to support and maintain a custom software application by helping users resolve issues through application troubleshooting and systems administration support. This position is ideal for career IT professionals with strong communication skills, demonstrated critical thinking ability, and a high level of attention to detail, who are eager to learn complex applications and gain experience in a wide range of IT disciplines. As part of our team, you will have the opportunity to work in a fast-paced, customer-facing, and collaborative environment where teamwork, dependability, and adaptability are essential.
Key Responsibilities:
Serve as the primary point of contact for end users, providing Tier I/II technical support for a highly customized software application and their application environment including Windows updates, backup, and antivirus solutioning.
Assist end users and IT staff with basic systems administration support including user account management, system configurations, and environment maintenance and management.
Investigate, troubleshoot, and resolve incidents by applying problem-solving, root cause analysis, and functional requirement review, escalating complex issues when necessary.
Leverage and manage the incident management system to monitor and document assigned support tickets by documenting findings and solutions in clear and concise manner.
Provide prompt and proactive communication to end users regarding incident status, resolution approaches, and best practices for efficient and effective application usage.
Contribute to the continuous development, update, and maintenance of knowledge base content, standard operating procedures (SOPs), frequently asked questions (FAQ), and troubleshooting guides to support effective troubleshooting, knowledge transfer, and process consistency.
Recognize and assess scope of reported issues, with an emphasis on identifying trends and patterns in recurrence.
ECS gained market share in 2011 in the Department of Defense and Federal spaces through both organic and acquisition growth. In May, ECS completed its first strategic acquisition with the purchase of OAK Management, Inc., a leading provider of marine environmental services, ship systems engineering, maritime consulting and platform acquisition management. The OAK acquisition kicked off ECS’ intention to add tactical acquisitions as a part of its long term strategy to supplement and expand upon organic growth and to build enterprise value. ECS closed out 2011 with the acquisition of Paradigm Technologies, Inc. The Paradigm transaction added approximately 200 employees to ECS’ existing 900+ employees. Paradigm also added new Defense clients for ECS, including the Missile Defense Agency, the Navy’s Program Executive Officer for Integrated Warfare Systems, the United States Marine Corps, and the U.S. Marshals Service.
In 2012, ECS completed the acquisition of iLuMinA Solutions, Inc. iLuMinA brings large-scale Enterprise Resource Planning (ERP) software implementation and infrastructure design and development to ECS’ expanding capabilities.
ECS will continue to invest in corporate infrastructure and quality processes as we grow and enhance our ability to offer professional excellence to both our customers and our employees.