Apply on Employer Site

ECS · 1 day ago

IT Helpdesk Support Service Specialist

Pocatello, ID

Full-time

Onsite

Entry Level

1+ years exp

ECS is a leading mid-sized provider of technology services to the United States Federal Government, dedicated to supporting various federal agencies. They are seeking a TS-cleared Tier 1 Help Desk Support Administrator to deliver front-line technical support for PC, server, and mainframe applications and hardware, assisting approximately 50,000 government and contractor end users.

Artificial Intelligence (AI)Cloud InfrastructureComplianceConsultingCyber SecurityInformation TechnologyMachine LearningSecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

IT Service ManagementJIRAAvaya Telephony SystemsHelp Desk ExperienceSLA-driven EnvironmentsCustomer Service SkillsAgile MethodologiesGovernment IT Support

Required

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

Preferred

Bachelor's degree or equivalent combination of education, technical certifications, and hands-on experience

HDI certification (preferred)

Direct experience with JIRA

Minimum of one year of call center or help desk management experience

Proficiency with Avaya telephony systems

Familiarity with Agile project management methodologies

Prior work on a Help Desk-focused program

Experience supporting SLA-driven environments

Background in government or law enforcement IT support

Company

ECS

Glassdoor3.6

ECS is a fast-growing 4,000-person, $1.2B provider of advanced technology solutions for federal civilian, defense, intelligence, and commercial customers.

Founded in 2001

Fairfax, Virginia, USA

1001-5000 employees