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

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

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.