Help Desk Support Specialist II

Help Desk Support Specialist II H2 Performance Consulting - 4.1 White Sands, NM Job Details Full-time 6 days ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Non-technical user support Email customer support Technical support via phone IT user and group management Account maintenance Standard Operating Procedures (SOPs) implementation Incident report management IT service management Research Mid-level User training (technical support) High school diploma or GED Phone customer support Incident management operations support CompTIA Network+ User guides Problem management CCNA Security Online help documentation Technical support via email Standard operating procedures (SOPs) SSCP Account opening CompTIA A+ Standard operating procedures drafting Full Job Description 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 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 Required Qualifications:

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): Comp

TIA A+ CE

CompTIA Network + CE Systems Security Certified Practitioner (SSCP)

CCNA-Security Clearance:

At minimum Secret level clearance required to start on contract Qualified candidates may submit their resume to the career section of our company website . All resumes will be reviewed within 5 business days and those candidates we wish to further in the application process will be contacted via email/phone to schedule initial phone screens. Benefits H2 Performance Consulting offers competitive benefits to include health insurance, vision/dental insurance, paid time off, holiday pay, and 401K.