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IT Helpdesk Support Service Specialist
Location: Pocatello, ID
Job Description ECS is seeking a dedicated, TS‑cleared Tier 1 Help Desk Support Administrator to deliver front‑line technical support for PC, server, and mainframe applications and hardware to approximately 50,000 government and contractor end users both CONUS and OCONUS.
Key Responsibilities
Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)
Triage, troubleshoot, and resolve or escalates 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
24/7 shift work schedule to support our 24/7 operation, including weekends and holidays
Must be flexible in availability; specific shift requests are not guaranteed and are assigned based on operational needs
Required Skills
Current Top‑Secret clearance with capability to obtain SCI/CI‑Poly if needed
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
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
Equal Opportunity Employer ECS is an equal opportunity employer and does not discriminate 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.
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Location: Pocatello, ID
Job Description ECS is seeking a dedicated, TS‑cleared Tier 1 Help Desk Support Administrator to deliver front‑line technical support for PC, server, and mainframe applications and hardware to approximately 50,000 government and contractor end users both CONUS and OCONUS.
Key Responsibilities
Serve as primary point of contact for end‑user IT inquiries (phone, self‑service portal, etc.)
Triage, troubleshoot, and resolve or escalates 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
24/7 shift work schedule to support our 24/7 operation, including weekends and holidays
Must be flexible in availability; specific shift requests are not guaranteed and are assigned based on operational needs
Required Skills
Current Top‑Secret clearance with capability to obtain SCI/CI‑Poly if needed
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
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
Equal Opportunity Employer ECS is an equal opportunity employer and does not discriminate 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.
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