Help Desk Support Specialist

H2 Performance Consulting (H2) is seeking a 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.

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

H2 Performance Consulting offers competitive benefits to include health insurance, vision/dental insurance, paid time off, holiday pay, and 401K.