Help Desk Support Specialist

H2 Performance Consulting•White Sands, NM

7h•Onsite

About The Position

H2 Performance Consulting (H2) is seeking a Helpdesk Specialist to join our new project supporting the White Sands Missile Range in White Sands, NM. This work will be performed 100% on-client. 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

Direct Relative Experience Required
Junior Level: 1-2 Years
Intermediate: 3-5 Years
Senior Level: 5+ Years
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

Responsibilities

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.