IT Helpdesk Support Service Specialist

ECS; Pocatello (ID); On-site; USD 52,000 - 70,000; Full time

Job summary

Everforth ECS in Pocatello, ID is seeking an IT Helpdesk Support Service Specialist to deliver frontline technical support for PC, server, and mainframe applications and hardware in a 24/7 operational environment.

You will support approximately 50,000 government and contractor end users CONUS and OCONUS, triage and resolve tickets, perform password changes, and collaborate with management to meet SLAs while maintaining detailed diagnostic notes.

Qualifications

• TS clearance with SCI/Poly as needed for contract requirements.
• Proven ability to thrive in a 24/7 help desk/IT support environment.
• Strong customer service and communication skills.

Responsibilities

• Serve as primary point of contact for end-user IT inquiries (phone, portal).
• Triage, troubleshoot, and resolve or escalate tickets with detailed notes.
• Perform password changes/resets on FBI enclaves.
• Install, configure, and support desktop software applications.
• Provide remote desktop support and First-Call Resolution (FCR).
• Keep customers informed of ticket status through resolution.
• Collaborate with management to meet SLAs and drive improvements.

Skills

Top-Secret Clearance

24/7 Operations

Customer Service

ITSM Knowledge

Communication Skills

Education

Bachelor’s degree or equivalent

Tools

JIRA

Avaya Telephony

Job description

Job Description

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

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 escalated 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

Required Skills

• 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

Desired Skills

• 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

#EverforthECS1

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis 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.

Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

We Value

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference with Everforth ECS!