Help Desk Analyst #11045

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Help Desk / Desktop Support Analyst (Tier 1)

Location Information

Washington, DC Metro Area (Onsite)

U.S. Citizenship Required

Shift-based schedule (must be available for weekend, holiday, and possible overtime shifts)

Position Responsibilities:

We are seeking an experienced Help Desk / Desktop Support Analyst (Tier 1) to provide frontline technical support within a dynamic enterprise IT environment. In this essential role, you will engage with internal users, troubleshoot IT issues, and provide timely, customer-oriented solutions. You will leverage experience with ServiceNow and Microsoft technologies to resolve a variety of technical problems. As part of your responsibilities, you will:

• Provide Tier 1 Help Desk support to internal users through multiple channels (phone, email, ticketing system).
• Create, update, and manage support tickets using ServiceNow.
• Troubleshoot hardware and software issues involving desktops, laptops, tablets, and mobile devices.
• Offer direct support for Windows 10 and Windows 11 operating systems.
• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, and PowerPoint.
• Diagnose and address basic network and VPN connectivity problems.
• Clearly document issues, resolutions, and support processes within internal IT systems.
• Collaborate and escalate more complex technical issues to advanced support teams as necessary.
• Adhere to established IT support procedures and enterprise service management practices.
• Maintain a commitment to providing high-quality customer service while working in a fast-paced, shift-based environment.
• Take on essential personnel duties, with willingness to report to work during holidays, emergencies, or closures as required.
• Complete initial Help Desk training during the first two weeks, on the first shift (7:00 AM – 3:30 PM).

Essential Skills, Experience

• Minimum of 5 years of overall IT experience (inclusive of at least 3 years of direct Help Desk support).
• Expertise using ServiceNow for incident management and ticket tracking.
• At least 2 years of hands-on troubleshooting experience with desktops, laptops, and other endpoints.
• Strong background supporting Windows 10 and Windows 11 OS environments.
• Demonstrated proficiency (3-5 years) supporting Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Ability to diagnose and resolve basic network and VPN connectivity issues.
• Experience supporting iPhones and/or similar smart devices.
• Excellent written and verbal communication skills required.
• Ability to interact professionally with personnel at all organizational levels.
• Must be able to work well both independently and collaboratively as part of a technical support team.
• High degree of reliability with the flexibility to work rotating shifts, including weekends, holidays, and occasional extended hours.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or a related field preferred.
• Prior experience supporting enterprise hardware environments (e.g., HP desktops and laptops) highly desirable.
• U.S. Citizenship is required for this position.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

This Organization Participates in E-Verify