TS-Cleared 24/7 IT Helpdesk Support 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 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.