Help Desk Technician

Job Description
ECS is seeking a Help Desk Technician (Night Shift) to work remotely .

Looking for a motivated, customer service oriented help-desk specialist for a night shift position with ECS Federal. You will provide technical support to DoD and Government customers using DISA Storefront ordering software. This includes troubleshooting, resolving problems, and ensuring users can effectively utilize the software by providing user education and training.

• Communicate with users via phone, email, chat, ServiceNow incident management, etc. to understand the problem and guide them through solutions.
• Provide step-by-step guidance to users, helping them navigate software and resolve issues independently.
• Provide guidance to users on new software or features and provide best practices with using the ordering tool.
• Resolve account and login issues.
• Manage and track user issues through a ticketing system, ensuring timely resolution.
• Gather feedback from users to identify areas for improvement in the software or support processes.
• Proactively look for order issues and resolve even if not reported by the user.
• Identify and document software bugs, defects or issues and customer pain points to be incorporated in future release.
• Create and maintain documentation like user manuals and troubleshooting guides.

Salary Range: $30.00 - $35.00/hr.

Required Skills
SECRET Clearance eligible or held

JIRA

Help Desk tools

Desired Skills
Customer Service Oriented