Service Desk Specialist

Job DescriptionECS is seeking a Service Desk Specialist to join our Telephone Operations Center (TOC) team based in our Huntsville, AL office.The Service Desk Specialist (TOC) is responsible for serving as the first point of contact for incoming calls from the public. This role focuses on promptly answering calls, gathering necessary information, and routing callers to the appropriate department, team, or resource. It is a public-facing, high-volume call center position that requires professionalism, strong communication skills, and the ability to remain calm and courteous under pressure.Key ResponsibilitiesAnswer incoming telephone calls from the public in a professional and courteous manner.Identify caller needs and route calls to the correct internal teams, locations, or personnel.Maintain up-to-date knowledge of department functions, team responsibilities, and contact protocols to ensure accurate call transfers.Use internal directories, call scripts, and standard procedures to handle and direct inquiries.Document call activity in the appropriate tracking system when required.De-escalate upset or misdirected callers and ensure they are connected to the appropriate resource.Collaborate with internal departments to verify and update contact and routing information.Maintain confidentiality and follow data protection guidelines when handling caller information.Required SkillsMust have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.High school diploma or GED.1+ year of experience in a call center, receptionist, or public-facing customer service role.Excellent verbal communication skills and a polite phone demeanor.Strong attention to detail and ability to multi-task.Comfortable working with computer-based systems, directories, and phone software.Reliable attendanceDesired SkillsPrevious experience working on a Help Desk-centric programExperience supporting a customer within Government Law EnforcementFamiliarity with multi-line phone systems or VoIP platforms.Experience working in a high-volume call center or government/public service setting.#EverforthECS1ECS Federal LLC 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.Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.We ValueAttracting and developing top talent and high-performing teamsFostering a culture that is engaging, accountable, and mission-driven Meet the challenge. Make a difference with Everforth ECS!