IT Helpdesk Support Service Specialist

Job DescriptionECS is seeking an IT Helpdesk Support Service Specialist to work in our Huntsville, AL office. Please Note:This position is contingent upon availability of position.About the RoleECS 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 ResponsibilitiesServe as primary point of contact for end-user IT inquiries (phone, self-service portal, etc.Triage, troubleshoot, and resolve or elevate 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 improvementShift RequirementsThis 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, candidates should be prepared to work various shifts as dictated by management.Required SkillsMust 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 processesDesired SkillsBachelor's degree or equivalent combination of education, technical certifications, and hands-on experienceHDI certification (preferred)Direct experience with JIRAMinimum of one year of call center or help desk management experienceProficiency with Avaya telephony systemsFamiliarity with Agile project management methodologiesPrior work on a Help Desk-focused programExperience supporting SLA-driven environmentsBackground in government or law enforcement IT supportEqual Opportunity EmploymentECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.J-18808-Ljbffr