ECS is seeking a Help Desk Specialist - Shift lead to work in our Patuxent River, MD office.
Tier 1 specialists serve as the entry point for NAVAIR and Navy customers by receiving, recording, resolving and/or escalating requests for service within an IT Help Desk. 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.
Tier 1 shift leads function as the main supervisor of Tier 1 analysts within a fast paced help desk organization. Responsible for overseeing daily help desk operations on the weekend day or weekend night shift at NAVAIR National Help Desk; ensuring service levels are met, scheduling/staffing, data analysis, trend monitoring, communication with upper level management at Patuxent River, process documentation creation, training, etc.
The hours for the position are -
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local 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 2300+ 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.