Help Desk Tier 1 Support (Active Secret Clearance required)

CompQsoft, Inc.; Kittery (ME); On-site; USD 45,000 - 55,000; Full time

Job summary

CompQsoft, Inc. in Portsmouth, NH is seeking a Help Desk Tier 1 Support professional for full-time, on-site work supporting the US Navy SUBMEPP. You will handle trouble tickets via phone, email, and in-person, and provide timely resolutions with proper documentation.

Responsibilities include escalating when needed, contributing to the knowledge base, and setting up or maintaining client devices and GFE as part of the support team.

Qualifications

• Active Secret clearance is required.
• IAT Level II certification is required or preferred.

Responsibilities

• Receive trouble ticket issues and open Help Desk tickets via in person, phone, email, or other electronic means.
• Provide timely resolution and follow-up for end-users.
• Document all steps, gather required information, and escalate as needed.
• Publish Knowledge Base articles when applicable.
• Assist with setup, configuration, and maintenance of client devices and GFE.
• Support and observe Tier II/III activities on-site and document findings.

Skills

Active Secret Clearance

Help Desk Experience

Education

IAT Level II Certification

Job description

Description

Position: Help Desk Tier 1 Support

Location: Portsmouth, NH

Duration: Full-time with benefits

Client: US Navy, SUBMEPP

Security Clearance: Active Secret

Certification: Any IAT Level II

Job Description

• 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.

CompQsoft provides equal opportunity in all aspects of employment and in the working environment to all employees and applicants. CompQsoft does not take any non-merit factors like race, color, religion, sex (gender), mental/physical disability, and age into account for purposes of recruitment, hiring and development.