IT Helpdesk Support Service Specialist

Job Description Everforth ECS is seeking an IT Helpdesk Support Service Specialist to work in our Pocatello, ID office. Everforth ECS is seeking a dedicated, TS-cleared Tier 1 Help Desk Support Administrator in Pocatello to deliver front-line technical support for PC, server, and mainframe applications and hardware. You will support approximately 50,000 government and contractor end users both CONUS and OCONUS, including agents, analysts, and mission-critical personnel combating terrorism, espionage, cyber threats, and major criminal activity. Key Responsibilities Serve as primary point of contact for end‐user IT inquiries (phone, self-service portal, etc.)Triage, troubleshoot, and resolve or escalate tickets, ensuring detailed diagnostic notes for downstream teamsPerform password changes/resets on all FBI enclavesInstall, configure, and support desktop software applicationsProvide remote desktop support and First-Call Resolution (FCR) whenever possibleKeep customers informed of ticket status through resolutionAdvise end users on best practices to prevent issue recurrenceCollaborate with management and other support entities to meet Service Level Agreements (SLAs)Leverage metrics to drive efficiency and continuous improvement Shift Requirements This role involves shift work schedule to support our 24/7 operation, including weekends and holidays. Candidates must be flexible in their availability. While we make every effort to accommodate individual preferences, it's essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidate should be prepared to work various shifts as dictated by based on operational needs as determined by management Required Skills 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 environmentExcellent interpersonal and customer service skillsIn-depth knowledge of IT Service Management (ITSM) practices and processes Desired Skills Bachelor’s degree or equivalent combination of education, technical certifications, and hands-on experienceHDI certification (preferred)Direct experience with JIRAMinimum of one year of call center or help desk management experienceProficiency with Avaya telephony systemsFamiliarity with Agile project management methodologiesPrior work on a Help Desk-focused programExperience supporting SLA-driven environmentsBackground in government or law enforcement IT support #EverforthECS1 ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law. Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies. Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow. We Value Attracting and developing top talent and high-performing teamsFostering a culture that is engaging, accountable, and mission-driven Meet the challenge. Make a difference with Everforth ECS!