H2 Performance Consulting is hiring a
Help Desk Support Specialist

Summary

H2 Performance Consulting is seeking a Helpdesk Specialist to support the White Sands Missile Range in New Mexico. The role involves user management, problem resolution, developing standard operating procedures, and providing customer service. Required qualifications include direct relative experience, high school diploma, and one of several specified certifications. Clearance at minimum Secret level is required.

Requirements

• Direct Relative Experience Required
• 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

Responsibilities

• Providing user management support for processing account create and change request forms
• 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)
• Ensuring the timely process through which problems are controlled
• Problem recognition, research, isolation, resolution, and follow-up steps
• Supporting end users on a variety of issues
• Identifying, researching, and resolving technical problems
• Responding to telephone calls, email, and personnel requests for technical support
• Documenting, tracking, and monitoring 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

Benefits

• Health insurance
• Vision/dental insurance
• Paid time off
• Holiday pay
• 401K