Help Desk Lead

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Senior Help Desk / Desktop Support Analyst

Location Information Washington, DC (100% Onsite) |

Second Shift: Wednesday–Saturday, 3:00 PM–11:30 PM

Weekend, holiday, and overtime work as required.

U.S. Citizenship Required

Position Responsibilities:

As a Senior Help Desk / Desktop Support Analyst (Tier 1), you will provide vital frontline technical support within a large enterprise IT environment. This role focuses on delivering outstanding customer service, quickly resolving hardware and software issues, maintaining accurate documentation, and collaborating across internal technical teams. The successful candidate will excel in a fast-paced operational setting, respond efficiently to user needs, and uphold best practices in support and communications.

Key duties include:

• Provide Tier 1 Help Desk and desktop support for enterprise end users, ensuring high levels of customer satisfaction.
• Respond to, troubleshoot, document, and resolve technical incidents via ServiceNow or a comparable IT Service Management (ITSM) platform.
• Support Microsoft Windows 10 and Windows 11 desktop operating systems and related hardware, including HP desktops, laptops, tablets, and common peripherals.
• Troubleshoot and support Microsoft 365 applications: Outlook, Teams, Word, Excel, and PowerPoint.
• Diagnose and resolve issues with desktops, laptops, tablets, peripherals, and mobile devices (including iPhone and similar smartphones).
• Perform Level 1 network connectivity and VPN troubleshooting for end users.
• Document all incidents, steps taken, communications, and final resolutions accurately and in a timely manner as per operational procedures.
• Escalate complex technical incidents to appropriate support teams when needed while maintaining ownership of customer updates and communications.
• Follow established IT processes, service standards, and documentation best practices.
• Collaborate with infrastructure, applications, and engineering teams to resolve multi-disciplinary technical issues.
• Assist with maintaining knowledge bases and other operational documentation as required.
• Participate in shift coverage for evenings, weekends, holidays, and overtime based on business requirements.
• May serve as a Lead Analyst or provide guidance to other members of the support team as assigned.

Essential Skills, Experience

• U.S. Citizenship Required
• Minimum 5 years of overall Information Technology experience.
• At least 3 years of enterprise Help Desk or Service Desk support experience.
• At least 2 years of desktop/laptop troubleshooting and operational support.
• Hands-on experience with ServiceNow or a comparable ITSM platform.
• Minimum 5 years supporting Microsoft Windows 10 and Windows 11 operating systems in an enterprise environment.
• 3–5 years supporting Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Experience supporting HP desktops, laptops, tablets, and common hardware peripherals.
• Proven background in Level 1 networking and VPN troubleshooting for end users.
• Experience supporting enterprise mobile devices, including iPhone and similar smartphones.
• Excellent analytical, troubleshooting, and problem-solving skills, demonstrated under operational pressure.
• Clear and effective written and verbal communication abilities with a strong customer service orientation.
• Ability to document technical issues, solutions, and user interactions in compliance with standard procedures.
• Reliable commitment to onsite work, including evenings, weekends, holidays, and required overtime.

Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, Information Technology, or a related technical field (preferred).
• Experience supporting large enterprise or government IT environments is advantageous.
• Prior roles serving as a Help Desk Lead, Shift Lead, or mentoring junior analysts strongly considered.
• Familiarity with Microsoft SharePoint for documentation and collaboration is a plus.
• Previous exposure to ITIL-based service management processes.
• Experience working in highly regulated or security-focused settings is desired.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

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