IT Helpdesk Support Service Specialist

ECS Tech Inc • Chubbuck, ID

3h • Onsite

About The Position

Everforth ECS is seeking a dedicated, TS-cleared Tier 1 Help Desk Support Administrator for its Pocatello, Idaho office. The role provides front-line technical support for PC, server, and mainframe applications and hardware to approximately 50,000 government and contractor end users, both CONUS and OCONUS. Users include agents, analysts, and mission-critical personnel working to combat terrorism, espionage, cyber threats, and major criminal activity.

The position supports a 24/7 operation and requires shift work, including weekends and holidays. Candidates must be flexible and prepared to work various shifts based on operational needs. Individual shift preferences may be considered but are not guaranteed.

Requirements

• Current Top-Secret Clearance, with the capability to obtain SCI / CI-Poly if needed to meet contract requirements.
• Demonstrated ability to thrive in a 24/7 operational environment.
• Excellent interpersonal and customer service skills.
• In-depth knowledge of IT Service Management (ITSM) practices and processes.
• Flexibility to work various shifts, including weekends and holidays, based on operational needs.

Responsibilities

• Serve as the primary point of contact for end-user IT inquiries through channels such as phone and self-service portal.
• Triage, troubleshoot, and resolve or escalate tickets, recording detailed diagnostic notes for downstream teams.
• Perform password changes and resets on all FBI enclaves.
• Install, configure, and support desktop software applications.
• Provide remote desktop support and achieve First-Call Resolution whenever possible.
• Keep customers informed of ticket status through resolution.
• Advise end users on best practices to prevent recurring issues.
• Collaborate with management and other support entities to meet Service Level Agreements (SLAs).
• Use metrics to drive efficiency and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed