Help Desk Analyst Jr

Everforth ECS Federal is hiring a Junior Application Support Analyst / Help Desk Analyst Jr. for onsite work in Stafford, VA. This role supports a highly customized software application tied to mission-critical government systems, with hands-on opportunities to strengthen your technical troubleshooting, incident management, and customer support skills. The position offers an annual salary of $85,000 to $95,000 and includes Everforth ECS benefits.

Responsibilities

• Act as the primary point of contact for end users, delivering Tier I/II technical support for a customized application and its environment, including Windows updates, backup, and antivirus solutioning.
• Support end users and IT staff with basic systems administration, including user account management, system configurations, and ongoing environment maintenance and management.
• Investigate, troubleshoot, and resolve incidents using problem-solving, root cause analysis, and functional requirement review, with escalation of complex issues when needed.
• Use and manage the incident management system to monitor assigned tickets and document findings and solutions in a clear, concise manner.
• Provide prompt, proactive communication to end users on incident status, resolution approach, and best practices for efficient and effective application usage.
• Help maintain and improve self-service support materials by contributing to the knowledge base, SOPs, FAQ, and troubleshooting guides.
• Assess the scope of reported issues and focus on identifying trends and patterns related to recurring problems.

Requirements

• Active Top-Secret Clearance
• Excellent problem-solving, critical thinking, and troubleshooting skills
• Ability to independently manage workload and prioritize in a fast-paced, dynamic environment
• Strong written and verbal communication skills with a customer service mindset
• Proficiency with Microsoft Office tools: Excel, Word, Outlook, Teams
• Understanding of basic IT concepts (operating systems, software, hardware, and common troubleshooting steps)

Tools & Technologies

• Windows
• Microsoft Office (Excel, Word, Outlook, Teams)