IT Helpdesk Support Service Specialist

ECS Tech Inc • Chubbuck, ID

3h • Onsite

About The Position

ECS is seeking an IT Helpdesk Support Service Specialist to work in
our Pocatello, ID office.

ECS is seeking a dedicated, TS-cleared Tier 1 Help Desk Support Administrator in
Pocatello to deliver front-line technical support for PC, server, and mainframe
applications and hardware. You will support approximately 50,000 government and
contractor end users both CONUS and OCONUS, including agents, analysts, and
mission-critical personnel combating terrorism, espionage, cyber threats, and
major criminal activity.

This role involves shift work schedule to support our 24/7 operation, including weekends and holidays. Candidates must be flexible in their availability. While we make every effort to accommodate individual preferences, it's essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidate should be prepared to work various shifts as dictated by based on operational needs as determined by management

Requirements

• Must have a current Top-Secret Clearance with the capability of obtaining 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

Responsibilities

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

What This Job Offers

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