TS-Cleared IT Helpdesk Specialist 24/7 Support

Everforth, Inc.; Pocatello (ID); On-site; USD 45,000 - 65,000; Full time

Job summary

Everforth ECS in Pocatello, ID is seeking an IT Helpdesk Support Service Specialist to join our 24/7 operations. The role includes frontline support for PC, server, and mainframe applications, handling ~50,000 end users CONUS/OCONUS, and ensuring SLA adherence across FBI enclaves.

The ideal candidate will hold a current Top-Secret clearance, have ITSM knowledge, strong customer service skills, and experience with JIRA and Avaya telephony.

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 (SLAs)
• Leverage metrics to drive efficiency and continuous improvement

Skills

Top-Secret Clearance

24/7 operations

ITSM knowledge

Customer service

Education

Bachelor's degree or equivalent

Tools

JIRA

Avaya

Job description

Everforth ECS in Pocatello, ID is seeking an IT Helpdesk Support Service Specialist to join our 24/7 operations. The role includes frontline support for PC, server, and mainframe applications, handling ~50,000 end users CONUS/OCONUS, and ensuring SLA adherence across FBI enclaves.

The ideal candidate will hold a current Top-Secret clearance, have ITSM knowledge, strong customer service skills, and experience with JIRA and Avaya telephony.