IT Helpdesk Support Service Specialist

ECS Tech Inc • Huntsville, AL

5d • Onsite

About The Position

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to work in its Huntsville, Alabama office. The posting also describes the role as a Tier 1 Help Desk Support Administrator in Pocatello, providing front-line technical support for PC, server, and mainframe applications and hardware. The specialist supports approximately 50,000 government and contractor end users, both CONUS and OCONUS, including agents, analysts, and mission-critical personnel. The role operates in a 24/7 environment and requires shift flexibility, including weekends and holidays; specific shift preferences are not guaranteed and assignments depend on operational needs.

Requirements

• Must hold a 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.
• Must be flexible to work various shifts, including weekends and holidays, according to 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 support tickets, documenting diagnostic details 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 issues from recurring.
• 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