Junior Computer User Support Specialist
ECS Corporate Services

ECS is seeking a Junior Computer User Support Specialist to work in our Charleston, SC / Remote office. Please Note: This position is contingent upon contract award.

Job Description:

JOB DESCRIPTION

Junior Computer User Support Specialist will be responsible for providing first-line technical support to our internal employees, helping them resolve a variety of hardware, software, and network-related issues. Specialist will work closely with our senior support specialists and IT team to ensure a seamless user experience and maximize productivity across the organization. Specialist will work closely with stakeholders to identify skill gaps, knowledge areas and implement effective training solutions. Specialist will possess key knowledge of Atlassian products including, but not limited to JIRA Service Manager, Confluence, Zephyr, and all related products.

RESPONSIBILITIES

• Provide technical support to our customers, addressing their queries and issues related to our Atlassian Apps and the Atlassian Marketplace.
• Analyze and diagnose customer issues, employing your strong problem-solving skills to offer effective solutions for both simple and complex problems.
• Collaborate closely with our experienced product development team, contributing to ongoing product improvement and innovation. Escalate complex issues to senior support specialists or IT team members as needed.
• Document and maintain up-to-date knowledge base articles, standard operating procedures, and other IT support resources. Maintain a high level of customer service and user satisfaction.
• Perform basic system administration tasks, such as managing user accounts, resetting passwords, and configuring devices.

Salary Range: 51,000-56,000

General Description of Benefits

Required Skills:

• Clearance: Public Trust
• At least 2 years of experience in IT support, help desk, or technical support role
• Experience with Java, JavaScript, Groovy script, SQL, JQuery, HTML/XHTML/CSS, REST APIs
• Experience with other similar tools like ServiceNow and Tableau
• Ability to explain technical concepts and instructions in a clear and concise manner, adapting your communication style to suit various customer needs.
• Active listening skills to understand customer issues, gather relevant information, and ensure accurate problem resolution.
• Familiarity with Atlassian Apps and the Atlassian Marketplace, enabling you to provide comprehensive support to our customers.
• Strong problem-solving skills to effectively analyze and diagnose customer issues, both simple and complex.
• Basic understanding of configuration management concepts

Desired Skills:

• Experience working with Agile methodologies.
• Strong project management skills with the ability to oversee multiple training initiatives simultaneously and meet deadlines.
• Experience producing technical documentation to communicate standard operating procedures and detailed analysis.
• Experience working with cross functional teams and demonstrating strategic thinking and problem-solving abilities with federal clients.

CERTIFICATIONS

• Certified CompTIA, Microsoft, or related industry certification preferred.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

General Description of Benefits

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