Help Desk Support Specialist II

H2 Performance Consulting Corp.; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Vision/dental insurance

Paid time off

Holiday pay

401K

Job summary

H2 Performance Consulting seeks a Helpdesk Specialist to join a White Sands, NM project, performing on-client support for end users, account management, password resets, and incident logging. You will triage issues, escalate when needed, document steps, and follow ITIL practices to ensure timely resolution.

Ideal candidates have direct help desk experience (1–5 years), relevant certifications (A+, Network+, SSCP, CCNA-Security), and a high school diploma or equivalent.

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: A+, Network+, SSCP, CCNA-Security, Secret clearance

Responsibilities

• Providing user management support for account creation and changes
• Recording, analyzing, and reporting problem resolution trends
• Developing SOPs and self-help training aids
• Ensures timely problem resolution through ITIL processes
• Troubleshooting and resolving technical issues for end users
• Documenting, tracking, and monitoring incidents from start to finish

Skills

Help desk

ITIL

Customer service

Troubleshooting

Education

High School Diploma or related discipline

Tools

CompTIA A+ CE

CompTIA Network+ CE

SSCP

CCNA-Security

Secret clearance

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.