Help Desk Support Specialist

H2 Performance Consulting is subject to the Vietnam Era Veteran's Readjustment Assistance Act as a Federal Contractor and is an Equal Opportunity/Affirmative Action Employer and strives to build a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Additionally, as mandated under Executive order 12989, H2 is required to verify employment eligibility of selected candidates through the Department of Labor’s - E-Verify.

H2 Performance Consulting (H2) is seeking a full-time Help Desk Support Specialist to support our help desk at the White Sands Missile Range in White Sands, NM. This help desk performs Tier 1 - 3 requirements and supports an estimated 2,500 customers. This work will be performed 100% on-client site on a prescribed RDO schedule.

The Help Desk Support Specialist responsibilities will include:

• Providing user management support for processing account create and change request forms, submitting and tracking account requests, troubleshooting individual account issues, account creation, account termination
• Recording, analyzing, and preparing required reports regarding problem resolution occurrences and trends
• Developing standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problems
• Ensures the timely process through which problems are controlled.
• Problem recognition, research, isolation, resolution, and follow-up steps.
• Supports end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

Requirements

• Required Qualifications: Direct Relative Experience Required
• 3-5 Years of Help Desk specific skills
• High School Diploma, or related discipline
• Certifications (Must possess one of the following): CompTIA A+ CE
• CompTIA Network + CE
• Systems Security Certified Practitioner (SSCP)
• CCNA-Security
• Clearance: At minimum Secret level clearance required to start on contract