2 energy jobs found

ECS is seeking a Tier I Helpdesk to work in our Arlington, VA office. Please Note: This position is contingent upon contract award. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for: (1) delivering remote IT support by creating, maintaining, and using knowledge articles1 (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and...

ECS is seeking an Operations Manager to work in our Arlington, VA office. Please Note: This position is contingent upon contract award. Responsibilities to include: Ensuring that all opened Service Desk tickets are reviewed on a daily basis. This involves: Checking each ticket for updates and progress. Monitoring all tickets in the Service Desk queues to ensure they are addressed promptly, and none remain unresolved for an extended period. Ensuring that every ticket has an updated journal note that accurately reflects the current status and any actions taken. To facilitate quick and effective resolution, the Operations Manager must ensure that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation. This includes: Assessing the priority and urgency of each ticket. Assigning the appropriate category and sub-category to each ticket. Ensuring tickets are directed to the relevant department or personnel for...