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Job Overview
ECS is seeking an
IT Helpdesk Support Service Specialist
to work in our
Pocatello, ID
office.
Key Responsibilities
Serve as primary point of contact for end-user IT inquiries (phone, self-service portal, etc.)
Triage, troubleshoot, and resolve or esc… 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 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 is essential to understand that specific shift requests are not guaranteed and are assigned 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.
Bachelor's degree or equivalent combination of education, technical certifications, and hands‑on experience.
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.
Desired Skills
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.
Equal Opportunity Statement ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of 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.
Company Information ECS is a leading mid‑sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3,800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the U.S. Government to serve, protect and defend the American People.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Software Development
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IT Helpdesk Support Service Specialist
to work in our
Pocatello, ID
office.
Key Responsibilities
Serve as primary point of contact for end-user IT inquiries (phone, self-service portal, etc.)
Triage, troubleshoot, and resolve or esc… 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 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 is essential to understand that specific shift requests are not guaranteed and are assigned 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.
Bachelor's degree or equivalent combination of education, technical certifications, and hands‑on experience.
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.
Desired Skills
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.
Equal Opportunity Statement ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of 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.
Company Information ECS is a leading mid‑sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3,800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the U.S. Government to serve, protect and defend the American People.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Software Development
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