TS-Cleared 24/7 IT Help Desk Specialist

ECS

Huntsville (AL)

On-site

USD 55,000 - 75,000

Full time

4 days ago

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Job summary

Everforth ECS in Huntsville, AL seeks an IT Helpdesk Support Service Specialist to deliver front-line support for PC, server, and mainframe applications in a high-security environment. The role requires a TS clearance and willingness to work rotating shifts, including weekends and holidays, to support a 24/7 operation.

You will handle end-user inquiries, troubleshoot issues, and maintain detailed ticket records.

Qualifications

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

Responsibilities

Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)
Triage, troubleshoot, and resolve or elevate 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 (SLA)
Leverage metrics to drive efficiency and continuous improvement