Help Desk Tier 1 Support

CompQsoft is seeking a Help Desk Tier 1 Support to join our team of qualified, diverse individuals at Portsmouth, NH for the Navy program., * 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.

• Requires in-person, on premises support.
• 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 documented steps taken in ticket notes.
• Ensure all required information for incident resolution is gathered and documented.
• For common issues, publish Knowledge Base articles to SUBMEPP’s Knowledge Base repository 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 n-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

Requirements

• 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.
• Requires in-person, on premises support

• Security Clearances: Requires Minimum Active DoD Secret clearance
• Certifications: DoD 8570 compliance (such as CompTIA Security+ or CCNA)

CompQsoft Inc. Established in 1997, headquarters in Houston, TX and office in Leesburg, VA. CompQsoft offers a range of comprehensive Cyber Security, Infrastructure, Cloud solutions, ERP implementation, Business Intelligence, Application development, Ecommerce applications and Management consulting services. CompQsoft is Certified CMMI Level 3 practitioner for Development and Services, ISO 9001:2015, ISO 27001:2013 & ISO 20000-1:2011 Certified. CompQsoft is a fast-growing company with a strategy and methodology that is strongly focused on the success of our clients, predominantly the Federal government.