Help Desk Support Specialist II

H2 Performance Consulting; White Sands (NM); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Vision/dental insurance

Paid time off

Holiday pay

401K

Job summary

H2 Performance Consulting is hiring a Helpdesk Specialist for a project at White Sands Missile Range. This position requires working 100% on-site and involves supporting user management, resolving technical problems, and documenting issues.

Candidates should have at least a high school diploma, relevant experience ranging from 1 to 5+ years based on the level, and one of several required certifications. The role offers competitive benefits, including health insurance and 401K.

Qualifications

• 1-2 years of direct experience for Junior Level roles.
• 3-5 years of direct experience for Intermediate Level roles.
• 5+ years of direct experience for Senior Level roles.

Responsibilities

• Manage user accounts and perform account requests.
• Document and analyze problem resolution trends.
• Create standard operating procedures for users.
• Provide technical support and problem resolution.
• Ensure timely processing of problem resolutions.

Skills

User management support

Problem recognition and resolution

Technical support

ITIL process knowledge

Customer service

Education

High School Diploma or related discipline

Tools

CompTIA A+ CE

CompTIA Network + CE

SSCP

CCNA‑Security

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.

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.

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

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.

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