Help Desk Tier 1 Support (Active Secret Clearance required)

CompQsoft Inc; Portsmouth, Northern (NH, KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

CompQsoft Inc. in Portsmouth, NH seeks a Help Desk Tier 1 Support professional to provide on-site IT assistance for the US Navy SUBMEPP program. The role requires active Secret clearance and IAT Level II certification.

You will receive trouble tickets from multiple channels, resolve issues, document steps, and escalate when needed. You will also publish Knowledge Base articles and help maintain GFE devices and classroom/meeting IT setups.

Qualifications

• Provide timely help desk ticket resolutions.
• Perform in-person, on premises support at the help desk.
• Publish Knowledge Base articles when applicable.
• Escalate tickets per service desk processes.
• Gather complete information for incident resolution.

Responsibilities

• Receive and open Help Desk tickets via in person, phone, email, or other channels.
• Resolve issues in a knowledgeable, friendly, and professional manner.
• Escalate tickets to Tier 2 or Tier 3 as required by processes.
• Document all steps and information for incident resolution.
• Publish Knowledge Base articles and maintain documentation.
• Set up and maintain client devices and GFE as needed.

Skills

Customer service

Ticketing systems

Education

Active Secret clearance

IAT Level II certification

Tools

SUBMEPP ticketing system

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.