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 based on availability
of the role.***

 

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