Support Jobs in Stafford, VA

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Help Desk Analyst Jr

Everforth ECS Federal Stafford, VA

Stafford, VA

Today

$85k - $95k/yr Full time Application Support Customer Support End User Support

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Job Description

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)

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