Helpdesk Technician

ECS is seeking a qualified Helpdesk Technician to support transformative science and technology solutions for the Department of Energy. By supporting this program, you will be contributing to the development, implementation, and assessment of new capabilities in support of a wide range of government customers. Research, resolve and respond to questions and problems received via telephone calls and emails. Provide support in accordance with current standards. Document customer information and detailed problem descriptions in ServiceNow. Develop SOP's, Knowledge based articles, and escalate problems in accordance with Service Level Agreements (SLA) and program policy. Evaluate team workflow and processes and recommend/implement improvements to those processes. Review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the Technical Lead. Work on special projects as directed by the Technical Lead.

Day-to-Day Responsibilities include:

• Perform research and evaluation of software tools, hardware and services, and emerging technologies.
• Support the Help Desk from the ground up using ITIL best practices.
• Thoroughly understand the environment from a Tier 1 perspective.
• Drafts SOP's and ensures compliance and knowledge sharing.
• Assist customers using the ServiceNow help desk.
• Drafts Knowledge based articles for end-user consumption.
• Drafts training slides for end-user consumption.
• Communicating technical information to both technical and non-technical personnel.
• Participating in development of information technology and infrastructure projects.
• Installing, configuring, and troubleshooting the VDI environment.
• Perform daily health checks of the Argos environment and open up trouble tickets with supporting vendors as required.

Requirements:

• 10+ years' experience in Federal Proposal Development.
• Demonstrated experience managing $400M+ proposal efforts.
• Demonstrated experience leading oral proposal presentation development.
• Experience with leading and supporting complex proposals in the DoD, Federal Civilian, and or Intelligence Community sectors.
• Must work well under pressure and meet deadlines.
• Willingness and ability to learn ECS' custom Proposal Automation Tools.
• Leadership abilities, able to work with a variety of different proposal teams.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage a number of tasks or proposals simultaneously; able to be hands-on as well as strategic.
• Must exhibit a positive attitude, professional and ethical behavior, and cooperative demeanor.
• Communicate effectively with both senior executives and all ranges of proposal team members and contributors, as well as teaming partners.
• Strategic thinker with the ability to make the complex simple.
• Demonstrated ability to counsel and effectively influence others with and without authority; strong interpersonal skills and the ability to interface with all levels of management; ability to project a confident leadership image to peers, subordinates and executive management.
• Exceptional skills in Microsoft Word. Minimal experience with Microsoft Excel, PowerPoint, Outlook, and Teams.