IT Helpdesk Support Service Specialist

ECS is seeking an IT Helpdesk Support Service Specialist to work in our Albuquerque, NM office.

In this role you will provide classified end-user support remotely via phone calls and chat. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices used to access enterprise classified networks. Strong customer service, communication, and technical knowledge, with the ability to work independently and under pressure are essential to the role.

• Serve as a Subject Matter Expert (SME) regarding the Client's classified computing environments, as well as support of specific applications and hardware.
• Troubleshoot software and hardware related issues with enterprise classified equipment.
• Partner with team members to educate with new solutions & assist other technicians.
• Provide white glove customer service to ensure customers are taken care of.
• Participate in training of new employees and peers.
• Responsible for the creation of knowledge, using KCS methodology, to be used by End User and Service Desk Support teams, and the transfer of that knowledge.
• Maintain 100% Safety and Security in all environments.
• Recognize and provide feedback to improve the service when identified.
• Possess the capacity to work independently & effectively while maintaining positive productivity levels
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Minimum of 5 years of experience in a technical support role (e.g., service desk, help desk, desktop support).
• Highschool diploma
• Must be a US Citizenship
• Ability to obtain and maintain a U.S. Department of Energy Q security clearance
• 50 WPM typing speed