Tier 1 Analyst

2 months ago

Washington, United States ECS Full time

ECS is seeking a Tier 1 Analyst to work in our Washington, DC office.

Job Description:

ECS is actively seeking someone to support all aspects of the FCC's IT Infrastructure by delivering and maintaining a robust, flexible, secure, and efficient technology portfolio while tracking all efforts performed in the FCC's IT Service Management System.

Responsibilities to include:

Participate in the Service Center Unification assessment and design.

Provide Service Center Operations on-site and remote support to all FCC facilities and field offices.

Track all work in the FCC IT Service Management (ITSM) system.

Manage loaner program, maintain inventory thresholds, handle tickets, repair and service IT vendors.

Conduct a monthly service ticket review with the COR or a person designated by the COR.

Measure the quality of services to end users and submit the results and recommendations for improvement to the Government for review and approval monthly.

Coordinate and support all requests from the Chief Information Officer (CIO) or other Bureau /Offices for demonstrations in the FCC Technology Center (FCCTEC)

Provide support for major applications and software for licensing and tracking.

Provide Auctions Program Support; complete all checklists, procedures, and processes as per the Auction Program Support SOP

Provide COOP and disaster recovery (DR) support; manage COOP related activities immediately upon notification by executing the COOP plan and checklists.

Provide Enterprise Mobility support; support mobile devices, support software, and infrastructure.

Salary Range: $ 20.80-$22.02

General Description of Benefits

Required Skills:

  • Acting as the primary POC for customers;
  • Handling initial customer requests/inquiries/incidents received by web portal, phone, email, or walk-in;
  • Providing basic troubleshooting;
  • Providing user account management, password resets, mobile device, telework, and general end user support for Enterprise services;
  • Performing routine software installations;
  • Prioritizing requests based on urgency, service impact, and the requestor;
  • Defining and documenting workflow and processes;

Seeking FCC approval for actions to include, at a minimum:

  • Ticket handling;
  • Escalation procedures;
  • Compliance management;
  • Quality assurance;
  • Receiving calls across all IT lines of business and the ability to handle initial fact finding and troubleshooting tasks; and Escalating tickets to Tier 2 and 3 per FCC procedures.
  • Provide technical support via phone, email or in person to customers (shift work).
  • Track all work in the FCC IT Service Management (ITSM) system.
  • Conduct a monthly service ticket review with the Team Lead.
  • Measure the quality of services provided to end users.
  • Provide technical support for application and software.

Physical Demands

  • While performing the duties of this job, the employee is regularly required to sit at a desk and use a computer for extended periods.
  • The position is generally sedentary but may require walking or standing for brief periods of time.
  • Employee may occasionally be required to move, carry, push, pull and/or lift up to 10 pounds. i.e. laptop
  • In this position, the employee may receive customers in person and will need to rise from his desk and assist customers by communicating and directing.

Work Environment

  • Job is performed onsite with the exception of weekend support, which is performed remotely.
  • The noise level in the work environment is generally very low with minimal background noise.
  • Comfortable climate control and adequate lighting.

Desired Skills:

  • Ability to communicate effectively in writing and verbally.
  • Be a team player.
  • Ability to provide customer service.
  • Ability to perform basic IT troubleshooting.
  • A Certification.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

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 3800 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.

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