Help Desk Technician

3 weeks ago

Tampa, United States ECS Limited Full time

ECS is seeking a Help Desk Technician to work in our Tampa, FL office. Please Note: This position is contingent upon [contract award OR additional funding].

Job Description:

ECS is seeking a Help Desk Technician to work in our Tampa, FL location. This position is supporting our cloud based PAI environment called Argos, and allows for remote work with required visits on-site for government meetings.

*Contingent upon contract award*

We are a rapidly growing company that considers our employees to be our most important asset. People truly are number one at ECS. We are situated in Fairfax, VA however; our company supports critical missions across the globe. This particular customer is in the Tampa Bay area and a majority of the time this mission will be supported remotely, with occasional visits to the customer location. We offer highly competitive compensation and benefits to the right person for this key position.

Job Description:

ECS Federal, LLC has an opportunity to hire a Help Desk Technician supporting our Argos program a mission critical PAI platform. By supporting this program, you will be contributing to the development, implementation, and assessment of new PAI capabilities in support of a wide range of government customers. Research, resolve and respond to questions and problems received via telephone calls and emails. Provide support in accordance with current standards. Document customer information and detailed problem descriptions in ServiceNow. Develop SOP's, Knowledge based articles, and escalate problems in accordance with Service Level Agreements (SLA) and program policy. Evaluate team workflow and processes and recommend/implement improvements to those processes. Review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the Technical Lead. Work on special projects as directed by the Technical Lead.

Day-to-Day Responsibilities include:

  • Perform research and evaluation of software tools, hardware and services, and emerging technologies.
  • Support the Argos Help Desk from the ground up using ITIL best practices.
  • Thoroughly understand the Argos environment from a Tier 1 perspective.
  • Drafts SOP's and ensures compliance and knowledge sharing.
  • Assist customers using the ServiceNow help desk.
  • Drafts Knowledge based articles for end-user consumption.
  • Drafts training slides for end-user consumption.
  • Communicating technical information to both technical and non-technical personnel.
  • Participating in development of information technology and infrastructure projects.
  • Installing, configuring, and troubleshooting the Argos VDI environment.
  • Perform daily health checks of the Argos environment and open up trouble tickets with supporting vendors as required.
Required Skills:
  • Must be a U.S. Citizen.
  • Active DoD Top Secret Clearance.
  • Associates degree in computer science, engineering, or information science or equivalent and 3-5 years of relevant experience.
  • IT support desk experience.
  • Good verbal and written communications skills.
  • Positive and enthusiastic.
  • Detail oriented.
  • Willing to go the extra mile with a "can do" attitude.
  • Security Certification is required within 3 months but no longer than 6 months.
  • Experience with a VDI solution - Citrix, Nutanix, Horizon.
  • Demonstrated working knowledge of a range of diagnostic utilities.
Desired Skills:
  • Experience with AWS.
  • Experience with ServiceNow.
  • ITIL knowledge.
  • Microsoft Active Directory and 0365.


ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local 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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