IT Helpdesk Support Service Specialist

Location: Pocatello, Idaho, United States; onsite office role with 24/7 shift coverage, including weekends and holidays.

Company

hirify.global is the federal segment of Everforth, delivering technology solutions in data and AI, cybersecurity, and enterprise transformation for defense, intelligence, and federal civilian agencies.

What you will do

• Serve as the primary point of contact for approximately 50,000 government and contractor end users, including agents, analysts, and mission-critical personnel.
• Triage, troubleshoot, resolve, or escalate IT tickets while maintaining detailed diagnostic notes for downstream support teams.
• Perform password changes and resets across FBI enclaves.
• Install, configure, and support desktop software applications, and provide remote desktop support and first-call resolution where possible.
• Keep customers informed throughout ticket resolution and advise on practices that prevent recurring issues.
• Collaborate with management and other support entities to meet SLAs and use metrics to improve efficiency.

Requirements

• Current Top-Secret clearance, with the capability to obtain SCI / CI-Poly if required by contract.
• Ability to work effectively in a 24/7 operational environment with varied shifts, weekends, and holidays.
• Excellent interpersonal and customer service skills.
• In-depth knowledge of IT Service Management (ITSM) practices and processes.

Nice to have

• Bachelor’s degree or equivalent combination of education, technical certifications, and hands-on experience.
• HDI certification.
• Direct experience with JIRA.
• At least one year of call center or help desk management experience.
• Proficiency with Avaya telephony systems.
• Familiarity with Agile project management methodologies.
• Prior experience on a Help Desk-focused program and in SLA-driven environments.
• Government or law enforcement IT support background.

Culture & Benefits

• Mission-driven work supporting defense, intelligence, and federal civilian agencies.
• Culture focused on delivery excellence, innovation, accountability, and professional development.
• Work is organized around operational needs, and specific shift requests are not guaranteed.