Help Desk Support Specialist

H2 Performance Consulting; White Sands (NM); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

H2 Performance Consulting is seeking a Helpdesk Specialist to join our on-site project supporting the White Sands Missile Range in White Sands, NM. The role requires handling account management, incident tracking, and end-user support on client-site systems.

Responsibilities include recording trends, creating SOPs, and delivering user self-help materials while adhering to ITIL practices and providing mature customer service.

Qualifications

• High School Diploma or related discipline certifications required.
• Minimum 1–2 years for junior, 3–5 years for intermediate, 5+ years for senior level.
• Certifications listed in requirements include CompTIA A+ CE, CompTIA Network+ CE, SSCP, CCNA-Security.

Responsibilities

• Provide user management support, including account creation, changes, and termination.
• Record, analyze, and report on problem resolution trends.
• Develop standard operating procedures and self-help training aids for recurring problems.
• Follow ITIL processes to resolve incidents from start to finish and maintain strong customer service.

Skills

Customer service

IT support

Troubleshooting

Communication

Documentation

Education

High School Diploma

Certifications: CompTIA A+ CE

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):

• CompTIA A+ CE
• CompTIA Network + CE
• Systems Security Certified Practitioner (SSCP)
• CCNA-Security
• Clearance: At minimum Secret level clearance required to start on contract

Benefits

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