administration | Help Desk Specialist - Shift lead in Patuxent River, MD

Help Desk Specialist - Shift lead

  • ECS Federal, LLC
  • $67,570.00 - 93,270.00 / Year *
  • 21748 Three Notch Rd
  • Patuxent River, MD 20670
  • Full-Time



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ECS is seeking a Help Desk Specialist - Shift lead to work in our Patuxent River, MD office. Job Description: 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 - Friday-Sunday 6am-7pm with a scheduled 4 hour period to work during the week OR Friday-Sunday 6pm-7am with a scheduled 4 hour period to work during the weekRequired Skills:6 months to 2 years of help desk experience; candidates with less but very directly relevant, experience will be consideredStrong customer service skillsStrong organization skillsStrong communication skillsMicrosoft Office experienceDesired Skills:Data analysis experienceHelp Desk tracking software experienceSupervisory experienceSecurity + CertificationECS 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. Associated topics: assist, help desk, information technology analyst, information technology support, network, technical, technical support, technician, technician i, technology Associated topics: assist, help, information technology, information technology analyst, network, patient, service, support analyst, technical, technician iii
Associated topics: help, help desk, information technology analyst, information technology support, network, patient, pc, service, technical, technician i


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.