IT Helpdesk Support Service Specialist

Job description

ECS is seeking an IT Helpdesk Support Service Specialist to work in our Pocatello, ID office. 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 e...