Everforth ECS is seeking anIT Helpdesk Support Service Specialistto work in ourPocatello, IDoffice.

Everforth 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 teamsPerform password changes/resets on all FBI enclavesInstall, configure, and support desktop software applicationsProvide remote desktop support and First-Call Resolution (FCR) whenever possibleKeep customers informed of ticket status through resolutionAdvise end users on best practices to prevent issue recurrenceCollaborate 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's essential to understand that specific shift requests are not guaranteed and are assigned based on operational needs. Therefore, candidate should be prepared to work various shifts as dictated by based on operational needs as determined by managementMust 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 environmentExcellent interpersonal and customer service skillsIn-depth knowledge of IT Service Management (ITSM) practices and processes