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.
General Description of Benefits [https://ecstech.com/careers/benefits]
Qualifications
SECRET Clearance eligible or held
JIRA
Help Desk tools