Full Job Description
ECS is seeking a Helpdesk Coordinator to work in our Merrifield, VA office.
ECS is currently seeking an influential, diligent, and energetic Scrum Master to join our Critical Support and Engineering Team in support of the Department of Homeland Security's (DHS) Continuous Diagnostics and Mitigation (CDM) Program. CDM is a dynamic approach to fortifying the cybersecurity of government networks and systems. ECS provides systems engineering, development, deployment and operations for the CDM dashboard, which provides critical insight into the cyber posture of federal agencies. This role will serve as the first line of response for our DHS customers, and will support troubleshooting and escalation of issues across the Development, Communications, and Security teams.
The Help Desk Coordinator 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 Helpdesk 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.
Must be a U.S. Citizen
Bachelor’s Degree (Preferably STEM) with 3-5+ 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
3+ 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
Working knowledge of various methodologies/frameworks such as SAFe Agile
Working knowledge of Atlassian ITSM products, including Jira, Confluence and BitBucket
ITIL Practitioner Certification and ITIL Foundations Certification
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 3000+ 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.