Service Desk Specialist

ECS is seeking aService Desk Specialistto join ourTelephone Operations Center (TOC)team based in ourHuntsville, ALoffice.

TheService Desk Specialist (TOC)is responsible for serving as the first point of contact for incoming calls from the public. This role focuses on promptly answering calls, gathering necessary information, and routing callers to the appropriate department, team, or resource. It is a public-facing, high-volume call center position that requires professionalism, strong communication skills, and the ability to remain calm and courteous under pressure.

Key Responsibilities:

Answer incoming telephone calls from the public in a professional and courteous manner.

Identify caller needs and route calls to the correct internal teams, locations, or personnel.

Maintain up-to-date knowledge of department functions, team responsibilities, and contact protocols to ensure accurate call transfers.

Use internal directories, call scripts, and standard procedures to handle and direct inquiries.

Document call activity in the appropriate tracking system when required.

De-escalate upset or misdirected callers and ensure they are connected to the appropriate resource.

Collaborate with internal departments to verify and update contact and routing information.

Maintain confidentiality and follow data protection guidelines when handling caller information.

Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.

High school diploma or GED.1+ year of experience in a call center, receptionist, or public-facing customer service role.

Excellent verbal communication skills and a polite phone demeanor.

Strong attention to detail and ability to multi-task.

Comfortable working with computer-based systems, directories, and phone software.

Reliable attendance