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

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 efficiency and continuous improvement

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