IT Helpdesk Support Service Specialist

ECS is seeking an IT Helpdesk Support Service Specialist to work in our Huntsville, AL office.  ***This position is contingent upon role availability and the candidate’s ability to obtain a Top-Secret clearance with SCI eligibility.***

 

About the Role
ECS is seeking a dedicated, TS-cleared Tier 1 Help Desk Support Administrator on Redstone Arsenal 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 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 management.

Qualifications

• Must 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 environment
• Excellent interpersonal and customer service skills
• In-depth knowledge of IT Service Management (ITSM) practices and processes