IT Helpdesk Support Service Specialist

On-siteUnited States

Madison County, Alabama, United States

About the opportunity

Everforth ECS is seeking an IT Helpdesk Support Service Specialist to work in our Huntsville, AL 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 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

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

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

Languages

IT Helpdesk Support Service Specialist

About the opportunity

Key Responsibilities

Shift Requirements

Qualifications

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