IT Helpdesk Support Service Specialist

ECS Federal • Huntsville, AL

4d • Onsite

About The Position

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to provide front-line technical support for PC, server, and mainframe applications and hardware. The role supports approximately 50,000 government and contractor end users, both CONUS and OCONUS, including agents, analysts, and mission-critical personnel. The posting identifies the office location as Huntsville, Alabama, and also describes a Pocatello support assignment.

This position supports a 24/7 operation and requires shift work, including weekends and holidays. Candidates must be flexible to work various shifts assigned according to operational needs; specific shift preferences are not guaranteed. The role requires a current Top-Secret clearance and the capability to obtain SCI / CI-Poly if needed to meet contract requirements.

Requirements

• Current Top-Secret clearance.
• 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 phone, self-service portal, and other channels.
• Triage, troubleshoot, and resolve or escalate tickets, providing 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 issue recurrence.
• Collaborate with management and other support entities to meet Service Level Agreements.
• Use metrics to drive efficiency and continuous improvement.

What This Job Offers

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