TS-Cleared IT Helpdesk Specialist - 24/7 Frontline Support

Everforth, Inc.; Huntsville (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to join our Huntsville, AL office. The role requires support for a 24/7 operation with an emphasis on frontline technical assistance for PC, server, and software applications.

The candidate should have a TS clearance or the ability to obtain SCI/CI-Poly if needed, strong customer service, and solid ITSM knowledge. JD includes shift flexibility and ongoing SLA adherence.

Qualifications

• Must have a current Top-Secret Clearance with SCI/CI-Poly if needed to meet contract requirements.
• Experience thriving in a 24/7 operational environment.
• Excellent interpersonal and customer service skills.
• In-depth knowledge of IT Service Management (ITSM) practices and processes.
• HDI certification (preferred).
• Direct experience with JIRA and Avaya telephony systems.
• Minimum 1 year of call center or help desk management experience.

Responsibilities

• Serve as primary point of contact for end-user IT inquiries (phone, portal, etc.).
• Triage, troubleshoot, and resolve or escalate tickets with detailed notes.
• Perform password changes/resets on required enclaves.
• Install, configure, and support desktop software applications.
• Provide remote desktop support and First-Call Resolution when possible.
• Keep customers informed of ticket status through resolution.
• Advise end users on best practices to prevent recurrence.
• Collaborate with management and other support teams to meet SLAs.
• Leverage metrics to drive efficiency and continuous improvement.

Skills

Top-Secret Clearance

24/7 Operations

Customer Service

ITSM

Education

Bachelor’s degree or equivalent

Tools

JIRA

Avaya telephony

Job description

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to join our Huntsville, AL office. The role requires support for a 24/7 operation with an emphasis on frontline technical assistance for PC, server, and software applications.

The candidate should have a TS clearance or the ability to obtain SCI/CI-Poly if needed, strong customer service, and solid ITSM knowledge. JD includes shift flexibility and ongoing SLA adherence.