Help Desk Tier 1 Support (Active Secret Clearance required)

CompQsoft, Inc.•Kittery, ME

13h•$60,000 - $65,000•Onsite

About The Position

This full-time position provides Help Desk Tier 1 Support for the US Navy, SUBMEPP client in Portsmouth, NH. The role requires an active Secret security clearance and an IAT Level II certification. The support is primarily in-person, on premises, and involves receiving, documenting, and resolving trouble tickets through various communication channels. The position also includes publishing Knowledge Base articles, escalating tickets when necessary, and providing follow-up service to end-users. Additionally, the role involves supporting, maintaining, and optimizing IT systems and devices, performing initial setup and issuance of client devices, and providing on-site support for Tier II and III activities. Setup of IT in training classrooms and conference rooms, and management of user account orientation and workspace computer systems are also key responsibilities.

Requirements

Active Secret security clearance required.
Any IAT Level II certification.
Requires in-person, on premises support.
Receive trouble ticket issues and open Help Desk tickets, via in person at the help desk, over phone, through email, and/or other electronic means.
CompQsoft provides equal opportunity in all aspects of employment and in the working environment to all employees and applicants. CompQsoft does not take any non-merit factors like race, color, religion, sex (gender), mental/physical disability, and age into account for purposes of recruitment, hiring and development.

Responsibilities

Receive trouble ticket issues and open Help Desk tickets, via in person at the help desk, over phone, through email, and/or other electronic means.
Provide help desk ticket resolution in a knowledgeable, friendly, and professional manner meeting the requirements.
Meet SUBMEPP established Service / Support Level Requirements.
Input trouble calls into the SUBMEPP ticket tracking system.
Prior to trouble tickets being escalated, exhaust all available resources and document steps taken in ticket notes.
Ensure all required information for incident resolution is gathered and documented.
Publish Knowledge Base articles to SUBMEPP’s Knowledge Base repository for common issues when applicable.
Analyze and resolve help desk tickets IAW Section 13.2 and SUBMEPP operational guides; in person at the help desk, over phone, through email, and/or other electronic means.
Escalate help desk tickets when required by service desk processes IAW Section 13.2 to either Tier 2, Tier 3, or appropriate team/individual.
Provide follow-up service to end-users via email, phone, or face to face to ensure service provided by the Help Desk has addressed their needs in a timely and efficient manner.
Write and maintain Work Procedures (WP), on Government networks/Government-Furnished Equipment (GFE), in support of this task for common Help Desk processes and activities.
Support, maintain, and optimize all production IT systems to include, but not limited to, devices such as printers, scanners, copiers, and fax devices.
Perform initial setup and issuance of client devices. Provide real time guidance to the user in the migration, setup, and troubleshooting of issued GFE.
Serve as on-site support for Tier II and III activities by directly observing and documenting client machine issues, performing GFE inventories, moving, and issuing new devices, or performing other, non-privileged functions.
Set-up of IT in training classrooms and conference rooms.
Manage NMCI/Nautilus New User Account Orientation, and setup of user workspace computer systems with monitor(s), keyboard, mouse, printers, or any other approved external peripheral IAW GFI.