Service Desk Analyst

ECS is seeking a Service Desk Analyst to work in our Fairfax, VA office / remote.  

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements. 

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key.  Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!

ECS is seeking a talented, diligent, dedicated and enthusiastic Helpdesk Analyst to join our Continuous Diagnostics and Mitigation (CDM) team. The Service Desk Analyst will support the coordination of all required activities to triage, troubleshoot, escalate and resolve for tickets submitted by DHS Federal and contract employees. Tasks will include Service Desk Operations, ticket queue management and coordination, and Knowledge Management. This individual will be responsible for monitoring ticket queues and coordinating response across support Tiers 1 – 3 to ensure timely issue closure within program Service Level Objectives in support of CDM Agency and Federal Dashboards.

Salary Range: $81,000 - $122,000

General Description of Benefits

Qualifications

• Must be able to obtain and maintain a DHS Public Trust Suitability.
• Bachelors with 10+ years’ experience.
• Must be independent, self-starter, motivated and energetic with a strong personality.
• Must be able to handle fast-paced environment and sometimes ambiguous situations.
• Must possess strong communication skills and must have the ability to communicate effectively (written and verbal) with all levels of staff and management and can translate technical information to a non-technical audience.
• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation.
• 8+ years of experience providing help desk services, including triage, escalation, resolution and closure.
• 2+ years of experience as a document author and technical writer / editor, working with minimal supervision to coordinate across functional teams to produce quality deliverables including Standard Operating Procedures, Knowledge Base Articles and other customer notifications.
• Monitor Jira Service Desk to troubleshoot, escalate and resolve help desk tickets for multiple DHS customers and groups.
• Collaborate with customers and developers to identify and clarify scope of problems/issues in terms of business/systems requirements and processes.
• Facilitate and drive requirements clarification via standard techniques such as lean driven task/workflow analysis to identify epics and breakdown epics into stories with acceptance test criteria to be used to drive iterations.
• Assure all documented Standard Operating Procedures and Knowledge Base Articles are authored and approved by the DHS Program Management Office.
• Organize and facilitate meetings with ECS CDM teams and customers.
• Escalate support issues appropriately within ECS support tiers.
• Foster an environment of open communication among the team to raise issues and impediments often and early.