Service Desk Support Specialist I

H2 Performance Consulting; Washington (District of Columbia); On-site; USD 50,000 - 70,000; Full time

Job summary

H2 Performance Consulting is looking for a Service Desk Support Specialist to provide Tier 1 support for the Administration and Resource Management Division at Headquarters Marine Corps. The role involves answering calls, resolving basic issues, and escalating tickets. Qualified candidates will have a high school diploma, three years of IT experience, and a CompTIA Security+ CE certification. A DoD Final Secret Security Clearance is required for this position. This is an opportunity to contribute to a diverse workforce in a federal contracting environment.

Qualifications

• Three (3) years' IT related experience in a technical support role.
• Two (2) years of experience providing Service Desk Tier 1 Support.
• Current CompTIA Security+ CE certification.

Responsibilities

• Answer phones and enter initial ticket information.
• Help resolve simple issues and provide password resets.
• Provide basic troubleshooting for supported applications.

Skills

IT related experience

Service Desk Tier 1 Support

CompTIA Security+ CE

Education

High School or equivalent diploma

Tools

Remedy Helpdesk systems

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 Service Desk Support Specialist to provide support to the Administration and Resource Management Division (ARI) within Headquarters Marine Corps (HQMC). The Service Desk Support Specialist will provide Tier 1 Service Desk Support for all applications supported by HQMC ARI.

Responsibilities

• Answering phones and entering initial ticket information
• Helping to resolve simple issues
• Providing password resets and account unlocks as needed
• Providing basic troubleshooting and problem resolution for supported applications
• Providing ticket escalation to Tier 2 technical support technicians
• Tracking and submitting reports and metrics, and trend analysis to support innovations or recommended changes and updates to policies or training
• Develop FAQs and Knowledge Base (KB) documenting basic issues providing guidelines for routine troubleshooting and assisting in the education of end users

Required Education

• High School or equivalent diploma

Required Qualifications

• Three (3) years' IT related experience
• Two (2) year's experience in Service Desk Tier 1 Support
• CompTIA Security+ CE
• Experience with Remedy Helpdesk systems

Desired Qualifications

• Experience with SharePoint Requests for Services (RFS) application

Clearance Qualifications

• Must have a DoD Final Secret Security Clearance