ECS · 1 week ago
User Support Analyst
Fairfax, VA
Full-time
Onsite
Entry, Mid Level
2+ years expECS is a leading mid-sized provider of technology services to the United States Federal Government. They are seeking a User Support Analyst to support a growing program on behalf of the Department of Defense, providing assistance to over 200 users and ensuring efficient resolution of end-user incidents and requests.
Artificial Intelligence (AI)Cloud InfrastructureComplianceConsultingCyber SecurityInformation TechnologyMachine LearningSecuritySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Work closely with Project / Program Managers to maintain program awareness, scheduling, and asset accountability
Support shift work, as needed, in order to provide seamless user assistance to OCONUS users
Track and maintain overall user awareness, user accesses, and associated hardware (both CONUS and OCONUS)
Maintain constant communication with the Project and Program managers to ensure timely program operations
Document support processes, recurring issues, and suggested operational improvements to enhance knowledge sharing and drive efficiency
Provide comprehensive phone, chat, web submission, and email support for the efficient resolution of end-user incidents and requests
Assist cross-functional teams in resolving IT-related issues for all supported platforms
Work with the Project Manager to keep and maintain notes for distribution following government meetings
Work closely with Logistics teams on hardware inventory and shipping
Partner with IT and Cloud teams to develop, test, and implement commercially- and internally-developed solutions
Test newly developed solutions and provide feedback to Project / Program Managers
Remotely resolve basic to advanced customer-reported issues
Create and manage accounts following proper standard operating procedures (SOP)
Act as a technical escalation point within the team
Other duties, as assigned
Qualification
Required
U.S. Citizen
Ability to obtain and maintain a DoD Top Secret security clearance
Bachelor's degree in Information Systems; Business Management; Computer Science; or similar Science, Technology, Engineering and Mathematics (STEM) discipline preferred
Minimum DoD 8140 IAT Level II certification (e.g., Security+), either active, or obtained within 60 calendar days of hire
2+ years of relevant, hands-on, professional experience in a user support role (preferred)
Proven experience in operations, service delivery, or process management in a customer support environment
Technically adept, with the ability to support common IT issues and activities
Hands-on experience with all Microsoft O365 tools, as well as Adobe Acrobat
Exceptional ability to expertly balance multiple, competing priorities and execute all in accordance with articulated timelines and requirements
Politically savvy to confront difficult problems in a positive and creative way
Willingness to work a shift schedule, if required, to support OCONUS end-users
Ability to travel (up to 25%) to CONUS and OCONUS locations; may be expected to travel OCONUS multiple times over the lifespan of the effort
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management)
Preferred
Active DoD Secret (or higher) security clearance
Current DoD 8140 IAT Level II / III certification (Security+ or higher)
Prior exposure / work with DoD organizations and performers
Experience with: Detailed requirements gathering, interpretation, analysis, and validation
Experience with: Strategic planning / development to meet customer mission requirements
Experience with: Project planning and scheduling
Experience with: Software development, quality assurance, maintenance, and support
Experience with: Project and software lifecycle management
Experience with: Native Azure AD and governance tools
Company
ECS
ECS is a fast-growing 4,000-person, $1.2B provider of advanced technology solutions for federal civilian, defense, intelligence, and commercial customers.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-01-31Acquired
2015-04-10Private Equity
Leadership Team
Keith McCloskey
VP / Chief Technology Officer
Ryan Garner
Chief Financial Officer
Recent News
Business Wire
2026-01-22
2025-11-19
2025-03-26
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