Remote Night-Shift: Help Desk Technician (DoD Support)

Everforth, Inc.; United States; Remote; USD 41,000 - 48,000; Full time

Benefits offered by this job

Benefits - Everforth ECS

Job summary

ECS Federal is seeking a Help Desk Technician for night shift to provide remote technical support to DoD and Government customers using the DISA Storefront ordering software.

You will troubleshoot, educate users, and guide them through step-by-step solutions, while managing tickets and contributing to knowledge base articles. SECRET clearance eligibility is required, with access to JIRA and ServiceNow.

Qualifications

• Customer service oriented help-desk specialist for night shift.
• Able to troubleshoot and resolve issues for DoD/government users.
• Proficient with ticketing systems and incident management.

Responsibilities

• Communicate with users via phone, email, chat, or ServiceNow to understand the problem and guide solutions.
• Provide step-by-step guidance to users to navigate software and resolve issues.
• Deliver guidance on new software/features and best practices for the ordering tool.
• Resolve account and login issues.
• Manage and track user issues through a ticketing system with timely resolution.
• Gather user feedback to identify software or process improvements.
• Identify and document bugs and pain points for future releases.
• Create and maintain user manuals and troubleshooting guides.

Skills

Customer service

Troubleshooting

Communication

Tools

JIRA

ServiceNow

Help Desk tools

Job description

ECS Federal is seeking a Help Desk Technician for night shift to provide remote technical support to DoD and Government customers using the DISA Storefront ordering software.

You will troubleshoot, educate users, and guide them through step-by-step solutions, while managing tickets and contributing to knowledge base articles. SECRET clearance eligibility is required, with access to JIRA and ServiceNow.