IT Helpdesk Support Service Specialist

ECS Tech Inc • Chubbuck, ID

47d • 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.

Requirements

• Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.
• Bachelor’s degree or equivalent combination of education, technical certifications, and hands-on experience
• 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