Help Desk Specialist

Job Description
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.

Required Skills

• Bachelor's degree in Computer Science, Information Security or related field.
• Active Public Trust or higher security clearance.
• Experience providing help desk support for Health IT agencies and software development initiatives.
• Active Public Trust or higher security clearance.
• Reside within the Washington DC Metro area.
• Travel within the Washington DC Metro Area, and CONUS as needed.

Desired Skills

• Ability to lead, mentor, and guide engineering teams to ensure adherence to best practices.
• Relevant Certifications (e.g. AWS, Azure, Agile SAFe, DevOps, DevSecOps, CI/CD, CMMI, etc.)
• Familiar with HHS Enterprise Life Cycle (ELPC) methodology.

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis 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.

is the federal segment of , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We value:

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven