Help Desk Support/Technical Support - Remote

Help Desk AnalystECS is seeking a Help Desk Analyst to work in our Stafford, VA office. This position is contingent upon additional funding.As a Help Desk Analyst, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, application troubleshooting, and maintenance of application environments. This role requires excellent problem-solving skills, technical expertise, and exceptional communication to provide proper user assistance and resolve issues satisfactorily.Responsibilities:Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environmentServe as first point of contact for users experiencing technical issues with their application or application environmentRespond to inbound support requests via phone, email, or web in a timely and professional mannerLeverage the incident management system to document support requests and solutionsUtilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated componentsPerform prompt and proper incident escalation of unresolved or complex issues to higher-support levels, providing necessary details and documentationProvide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progressLeverage functional requirements and software testing environments when troubleshooting issues related to the applicationProvide hands-on training and IT guidance to empower users through troubleshooting processes within application environmentsAssist in the drafting and maintenance of Help Desk process and procedural documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and user experienceSalary Range: $95,000-$110,000General Description of BenefitsActive Top Secret clearance; on-site, Monday–Friday.Onsite support Monday-Friday, except Federal holidays5+ years' previous experience in Help Desk operationsAbility to learn and understand complex software applicationsProficiency in MS Office and in database softwareExceptional collaborative communication skills, written and verbalStrong organizational and analytical skillsAbility to work both independently and as part of a team