IT Helpdesk Support Service Specialist

ECS; Pocatello (ID); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading technology services provider is seeking a Tier 1 Help Desk Support Administrator in Pocatello, ID. This role requires handling front-line technical support for numerous government and contractor users, necessitating a current Top-Secret Clearance. Responsibilities include troubleshooting and resolving IT inquiries, supporting desktop applications, and delivering customer service in a dynamic 24/7 environment. Flexibility in shift scheduling is essential.

Qualifications

• Must have current Top-Secret Clearance.
• Demonstrated ability in a 24/7 operational environment.
• At least one year in call center or help desk management.

Responsibilities

• Serve as primary point of contact for IT inquiries.
• Triage and troubleshoot tickets.
• Install and support desktop applications.
• Provide remote desktop support.

Skills

Excellent interpersonal skills

Customer service skills

Knowledge of ITSM practices

Ability to thrive in 24/7 environments

Education

Bachelor’s degree or equivalent education

Tools

JIRA

Avaya telephony systems

Job description

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Job Description

ECS is seeking an

***This position is contingent upon the availability of openings and the applicant's ability to attain a Top-Secret Clearance.***

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.

Job Description

ECS is seeking an IT Helpdesk Support Service Specialist to work in our Pocatello, ID office. ***This position is contingent upon the availability of openings and the applicant's ability to attain a Top-Secret Clearance.***

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 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
  
  

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.
• 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
  
  

Desired Skills

• 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
  
  

ECS 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.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Data Services

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