Help Desk Analyst with Security Clearance

Job Description ECS is seeking a Help Desk Analyst to work in our Stafford, VA office.

Please Note: 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 environment
• Serve as first point of contact for users experiencing technical issues with their application or application environment
• Respond to inbound support requests via phone, email, or web in a timely and professional manner
• Leverage the incident management system to document support requests and solutions
• Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
• Perform prompt and proper incident escalation of unresolved or complex issues to higher-support levels, providing necessary details and documentation
• Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress
• Leverage functional requirements and software testing environments when troubleshooting issues related to the application
• Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
• Assist 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 experience Salary Range: $95,000-$110,000

Required Skills

• Active Top Secret clearance; on-site work at Quantico-area facilities, Monday-Friday.
• Active Top-Secret Clearance
• Onsite support Monday-Friday, except Federal holidays
• 5+ years' previous experience in Help Desk operations
• Ability to learn and understand complex software applications
• Proficiency in MS Office and in database software
• Exceptional collaborative communication skills, written and verbal
• Strong organizational and analytical skills
• Ability to work both independently and as part of a team

Desired Skills

• Bachelor's Degree, preferred
• Databases & SQL: Experience writing simple SQL queries, understanding relational data structures, or troubleshooting database-related issues
• Networking: Awareness of TCP/IP, DNS, DHCP, VPN, and general network troubleshooting practices
• Firewalls & Security: Basic knowledge of firewall rules, ports, and application-level access control
• Exposure to scripting/automation (e.g., PowerShell, Python)
• Familiarity with Windows system administration concepts (user accounts, permissions, updates)
• Understanding of ITIL or IT service management practices ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law. is the federal segment of , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies. Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow. We value:
• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven Meet the challenge. Make a difference with Everforth ECS!