ECS is seeking a Helpdesk Technician to work in our Pittsburgh PA office Please Note: This position is contingent upon [contract award]. Job Description: ECS is seeking a Helpdesk Technician to work in our Pittsburgh, PA office.Please Note: This position is contingent upon contract award. ECS is seeking a qualified Helpdesk Technician to support transformative science and technology solutions for the Department of Energy. By supporting this program, you will be contributing to the development, implementation, and assessment of new capabilities in support of a wide range of government customers. Research, resolve and respond to questions and problems received via telephone calls and emails. Provide support in accordance with current standards.Document customer information and detailed problem descriptions in ServiceNow. Develop SOP's, Knowledge based articles, and escalate problems in accordance with Service Level Agreements (SLA) and program policy. Evaluate team workflow and processes and recommend/implement improvements to those processes. Review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the Technical Lead. Work on special projects as directed by the Technical Lead. Day-to-Day Responsibilities include:
- Perform research and evaluation of software tools, hardware and services, and emerging technologies.
- Support the Help Desk from the ground up using ITIL best practices.
- Thoroughly understand the environment from a Tier 1 perspective.
- Drafts SOP's and ensures compliance and knowledge sharing.
- Assist customers using the ServiceNow help desk.
- Drafts Knowledge based articles for end-user consumption.
- Drafts training slides for end-user consumption.
- Communicating technical information to both technical and non-technical personnel.
- Participating in development of information technology and infrastructure projects.
- Installing, configuring, and troubleshooting the VDI environment.
- Perform daily health checks of the Argos environment and open up trouble tickets with supporting vendors as required.
Required Skills: - Bachelor's Degree in computer science, information technology, engineering, or a related field.
OR
- Associate's Degree in computer science, information technology, engineering, or a related field, AND two years of related experience.
OR
- Four years of related experience.
- Must be eligible to obtain and maintain a Top Secret or DOE Q clearance throughout the life of the contract.
- Must be a US Citizen per contract.
- Must currently live in Pittsburgh, PA or willing to relocate.
- Ability to work independently and as part of a team.
- Good verbal and written communications skills.
- Positive and enthusiastic.
- Detail oriented.
- Willing to go the extra mile with a can do attitude.
- SecurityCertification is required within 3 months but no longer than 6 months.
- Experience with a VDI solution - Citrix, Nutanix, Horizon.
- Demonstrated working knowledge of a range of diagnostic utilities.
Desired Skills: - Active Top Secret or DOE Q Clearance with the ability to maintain clearance throughout the life of the contract.
- Two or more years experience supporting US Government customers.
- Project Management Professional certification.
- Experience supporting complex government and programs of a research and development nature.
- Experience with AWS.
- Experience with ServiceNow.
- ITIL knowledge.
- Microsoft Active Directory and 0365.
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans. ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800employees 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.