IT Helpdesk Support Service Specialist at ECS Tech Inc

, Alabama, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

0.0

Posted On

19 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Support, Technical Support, Troubleshooting, Customer Service, IT Service Management, Remote Desktop Support, Password Management, Software Installation, Collaboration, Efficiency Improvement, Ticket Management, Communication, Problem Solving, Flexibility, Interpersonal Skills, Operational Support

Industry

IT Services and IT Consulting

Description

ECS is seeking an IT Helpdesk Support Service Specialist to work in our Huntsville, AL office. 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. * Bachelor’s degree or equivalent combination of education, technical certifications, and hands-on experience * 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

Responsibilities

The IT Helpdesk Support Service Specialist will serve as the primary point of contact for end-user IT inquiries and will triage, troubleshoot, and resolve or escalate tickets. They will also provide remote desktop support and ensure customers are informed of ticket status throughout the resolution process.