IT Helpdesk Support Service Specialist

ecsfederal; Idaho; On-site; USD 52,000 - 76,000; Full time

Job summary

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to join our Pocatello, ID office. The role focuses on frontline support for PC, server, and applications and requires a TS clearance.

You will support government and contractor end users across CONUS/OCONUS in a demanding, 24/7 environment. Responsibilities include incident triage, password resets, remote desktop support, and collaboration to meet SLAs while driving process improvements.

Qualifications

• Experience supporting end users in enterprise IT environments.
• Experience with ITSM processes and ticket lifecycle.
• Ability to work 24/7 shifts and handle high-demand periods.

Responsibilities

• 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 (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

Skills

ITSM knowledge

Customer service

Shift flexibility

24/7 operations experience

Tools

Ticketing system (e.g., ServiceNow)

Remote desktop tools

Job description

Everforth ECS is seeking anIT Helpdesk Support Service Specialistto work in ourPocatello, IDoffice.

Everforth 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.

Key Responsibilities:

• 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 (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

Shift Requirements:

• 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

• 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