Tier II Helpdesk

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ECS is seeking a Tier II Helpdesk to work in our Arlington, VA office. This position is contingent upon contract award. The individual serves as a primary contact for support requests, responding to a wide range of service inquiries and providing necessary information for resolution. They use their technical and operational expertise to configure, operate, and maintain service desk functions with minimal supervision, including effective incident management and service request fulfillment.

They analyze performance statistics to improve tuning, automation, and optimization efforts. Additionally, they establish and maintain security, capacity, and business continuity documentation as part of the service value system. With extensive experience in customer environments, they conceptualize, construct, test, implement, and operate integrated infrastructure solutions that contribute to value‑co‑creation and actively support the knowledge base to enhance customer experience and stakeholder engagement.

• Accurately document via ticketing system and report all incidents and service requests.
• Effectively process all incidents and service requests.
• Provide support for all OIG‑issued end‑user IT equipment (laptops, docking stations, conference room equipment, network printers, wireless devices, monitors, mobile devices and assorted peripheral devices).
• Develop and maintain updated service desk work instructions and documentation, focusing on service conservation, incident resolution and self‑help recovery procedures.

• AA/AS IT Degree and 3 years of related experience.
• Practical experience in support roles to hit the ground running.
• Familiarity with at least one ITSM platform (preferably Service Now).
• Understanding of Customer Service Management Principles.
• Experience in handling complex, escalated support tickets.
• Ability to efficiently manage support tickets.
• Experience in building partnerships across teams.
• Quality assurance mindset with a focus on continual improvement.
• Skill in root cause analysis and implementing long‑term solutions to recurring problems.
• Strong ability and enthusiasm to learn and expand technical skills.
• Able to support on‑site within the core hours of 6:00 AM to 7:00 PM EST.
• Able to support “on‑call” outside core hours.
• Commitment to customer satisfaction and excellent communication skills.
• Proficient technical writing abilities with meticulous attention to detail.
• Reliable follow‑through on tasks and projects.
• Must be able to obtain and maintain a public trust clearance.

• Any technical certifications.
• ITIL v4 Foundations Certification.
• Familiarity with the Service Now platform.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

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 3300+ 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.