IT Helpdesk Support Service Specialist

IT Helpdesk Support Service Specialist – Pocatello,

ECS seeks a dedicated TS‑cleared Tier 1 Help Desk Support Administrator to provide 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.

• Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)
• Triage, troubleshoot, and resolve or escape 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 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

• Requires shift work to support 24/7 operation, including weekends and holidays. Candidates must be flexible in availability and prepared to work various shifts as determined by operational needs.

• 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

• Bachelor’s degree or equivalent combination of education, technical certifications, and hands‑on experience
• HDI certification (preferred)
• Direct experience with JIRA
• Minimum of one year of call center or help desk management experience
• Proficiency with Avaya telephony systems
• Familiarity with Agile project‑management methodologies
• Prior work on a Help Desk‑focused program
• Experience supporting SLA‑driven environments
• Background in government or law enforcement IT support

Everforth ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.