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On Call Help Desk Specialist

ECS Federal, LLC • Patuxent River, MD

Posted 12 days ago

Job Snapshot

Full-Time
Government - Civil Service
Information Technology
1

Applicant

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Job Description

ECS Federal is seeking On Call Help Desk Specialists to work in our Pax River, MD office. Please note this is an on call position.

Job Description:

Tier 1 specialists serve as the entry point for customers by receiving, recording, resolving and/or escalating requests for service. Tier 1 specialists follow all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures. Specialists are responsible for communicating with customers to provide status, feedback, or general information regarding their request or inquiry for service. Provide support for system monitoring and system updates using procedures provided by Application Owners. Conduct customer satisfaction call backs via phone and/or email and record results in the incident tracking system. Monitor trends in problems and questions and seek opportunities to improve support and training processes.

Requirements:
* High School Diploma
* Customer Service Skills are preferred
* This tasking shall require personnel to possess a Secret Clearance (Interim is acceptable).

* Excellent written and verbal communication skills


ECS Federal provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable Federal, state and local laws. ECS Federal also maintains a drug-free workplace.

ECS Federal is a leading mid-sized provider of technology services to the United States Federal Government. Every day, our 1200+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

The programs and missions we support are complex, often unique and they directly affect the everyday lives of Americans within the United States and abroad. ECS Federal takes its mission very seriously and has established a culture built to attract, recognize, retain and manage the very best technology professionals for our projects.

As a mid-sized company ECS Federal enjoys many advantages, we have the experience and resources of a large business along with the focus, agility and innovation of a small business. ECS Federal customers have a very direct relationship with senior managers; as a result, we know what is happening with every one of our projects and customers. This high level of corporate commitment has allowed ECS Federal to experience 10 years of consistent growth without compromising the quality of our solutions and services.

Job ID: 3831
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