Help Desk Analyst Jr

Job Description
Everforth ECS Federal is seeking a Help Desk Analyst Jr. to work in our Stafford, VA office.

Everforth ECS is seeking a motivated and detail-oriented Junior Application Support Analyst to join our team in support of mission-critical government systems. Your role includes providing technical and analytical support for custom software applications that directly enable the work of federal law enforcement and criminal justice organizations. Your efforts will help ensure the reliability and effectiveness of software applications that are essential to safeguarding the public, supporting investigations, and advancing the customer's mission. You will gain the ability to support and maintain a custom software application by helping users resolve issues through application troubleshooting and systems administration support. This position is ideal for career IT professionals with strong communication skills, demonstrated critical thinking ability, and a high level of attention to detail, who are eager to learn complex applications and gain experience in a wide range of IT disciplines. As part of our team, you will have the opportunity to work in a fast-paced, customer-facing, and collaborative environment where teamwork, dependability, and adaptability are essential.

Key Responsibilities:

• Serve as the primary point of contact for end users, providing Tier I/II technical support for a highly customized software application and their application environment including Windows updates, backup, and antivirus solutioning.
• Assist end users and IT staff with basic systems administration support including user account management, system configurations, and environment maintenance and management.
• Investigate, troubleshoot, and resolve incidents by applying problem-solving, root cause analysis, and functional requirement review, escalating complex issues when necessary.
• Leverage and manage the incident management system to monitor and document assigned support tickets by documenting findings and solutions in clear and concise manner.
• Provide prompt and proactive communication to end users regarding incident status, resolution approaches, and best practices for efficient and effective application usage.

• Contribute to the continuous development, update, and maintenance of knowledge base content, standard operating procedures (SOPs), frequently asked questions (FAQ), and troubleshooting guides to support effective troubleshooting, knowledge transfer, and process consistency.
• Recognize and assess scope of reported issues, with an emphasis on identifying trends and patterns in recurrence.

Required Skills
Active Top-Secret Clearance
  •   Excellent problem-solving, critical thinking, and troubleshooting skills

  •   Ability to independently manage workload and prioritize competing tasks in a fast-paced, dynamic environment
  •   Strong communication skills (written and verbal) with a customer service mindset
  •   Proficiency with Microsoft Office tools; Excel, Word, Outlook, Teams
  •   Understanding of basic IT concepts (operating systems, software, hardware, common troubleshooting steps)
Desired Skills
1-3 years of experience in IT support, Help Desk, or related technical role (internship, academic projects, or certifications count)

  •   Experience with supporting and/or utilizing a customized Windows/SQL Server based software application

  •   Experience utilizing JIRA/JSM ticketing system or similar ticketing management platforms
  •   Certifications (or willingness to pursue): CompTIA Security+, A+, Network+
  •   Post-secondary degree in Computer Science, Information Systems, Cybersecurity, or related discipline