Help Desk Analyst (Tier 1)

ECS is seeking a Help Desk Analyst I to work remotely . Please Note: This position is contingent upon additional funding. As the Help Desk Analyst I, you will provide Tier 1 service desk support and operational/compliance support as part of a data analytics/business intelligence team supporting DHS HQ. This role will focus on resolving common user issues, answering how-to questions, and ensuring requests are properly documented and routed. This is an entry-level role suited for someone eager to learn, comfortable working with clients, and interested in data and IT. This role will include the following responsibilities: Serve as the initial point of contact for technical support via phone, email, or ticketing system. Log, manage, and resolve incidents and service requests in ServiceNow, escalating as appropriate. Adhere to ITIL-based service management processes and contribute to accurate recordkeeping and knowledge base updates. Document issues, resolutions, and user requests. Identify recurring issues and escalate patterns to appropriate senior support staff. Support knowledge base documentation. Salary Range: $38.46 – $43.27/hr. General Description of Benefits Qualifications US Citizenship required – Ability to obtain a DHS Public Trust Security Clearance Bachelor’s Degree (preferably in IT) or equivalent combination of education and experience 1+ years of IT support or service desk experience in a professional or enterprise environment. Basic understanding of IT concepts (troubleshooting basics, permissions). Familiarity with remote support tools (e.g., Teams Remote, Quick Assist, or equivalent). Previous experience with a ticketing system such as ServiceNow (or equivalent). Excellent interpersonal and customer service skills with a professional demeanor. Sound troubleshooting approach and problem-solving skills. Strong written and verbal communication skills, especially in conveying technical information to non-technical users. Ability to follow standard operating procedures and complete documentation thoroughly. Demonstrated ability to prioritize tasks and manage multiple service requests simultaneously.