Help Desk Specialist

ECS Federal LLC

Washington, DC

JOB DETAILS
SKILLS
Apple Macs, Cloud Applications, Computer Systems, Customer Support/Service, Desktop PC, Enterprise Applications, Help Desk, Knowledge Base, National Institute of Allergy and Infectious Diseases (NIAID), National Institutes of Health (NIH), Operating Systems, Printers, Resolve Customer Issues, Software Administration, Software Development, Software Engineering, Time Management, Work From Home
LOCATION
Washington, DC
POSTED
8 days ago

ECS is seeking an experienced Help Desk Specialist to work remotely providing support for cloud-related application and infrastructure migration and modernization efforts performed under this contract for NIH NIAID Enabling and Advancing Technologies (NEAT). This engagement supports the External Enterprise Software Development Support Services program area which includes the development, support, and maintenance of NIH enterprise applications managed by the Software Engineering Branch.

Please Note: This position is contingent upon [contract win].

The NIAID NEAT Help Desk Specialist will provide help desk support services for NIAID SEB-managed NIH Enterprise applications systems and address inquiries regarding applications maintained by the SEB.

Key Responsibilities:

  • Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
  • Respond to requests in a clear, concise, and timely manner during business hours (via telephone, e-mail, or other communication method).
  • Track all requests until completed to the requestor''s satisfaction.
  • Periodically notify requesters regarding the status of their request.
  • Establish support tiers, timelines and protocols to strategically resolve customer problems and maintain knowledge base for all software and support activities.
  • Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed.

About the Company

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ECS Federal LLC

ECS was founded in 2001 by experienced IT professionals with a commitment to quality processes, people and performance. Led by our Chairman, Roy Kapani, and an experienced executive leadership team, ECS provides our customers with solutions and services that support their critical needs and further mission objectives. This commitment has paved the way for expansive growth, year over year.

ECS gained market share in 2011 in the Department of Defense and Federal spaces through both organic and acquisition growth. In May, ECS completed its first strategic acquisition with the purchase of OAK Management, Inc., a leading provider of marine environmental services, ship systems engineering, maritime consulting and platform acquisition management. The OAK acquisition kicked off ECS’ intention to add tactical acquisitions as a part of its long term strategy to supplement and expand upon organic growth and to build enterprise value. ECS closed out 2011 with the acquisition of Paradigm Technologies, Inc. The Paradigm transaction added approximately 200 employees to ECS’ existing 900+ employees. Paradigm also added new Defense clients for ECS, including the Missile Defense Agency, the Navy’s Program Executive Officer for Integrated Warfare Systems, the United States Marine Corps, and the U.S. Marshals Service.

In 2012, ECS completed the acquisition of iLuMinA Solutions, Inc. iLuMinA brings large-scale Enterprise Resource Planning (ERP) software implementation and infrastructure design and development to ECS’ expanding capabilities.

ECS will continue to invest in corporate infrastructure and quality processes as we grow and enhance our ability to offer professional excellence to both our customers and our employees.

COMPANY SIZE
50 to 99 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.ecs-federal.com/