Help Desk Support Specialist

Help Desk Support SpecialistH2 Performance Consulting (H2) is seeking a Help Desk Support Specialist to support our help desk at the White Sands Missile Range in White Sands, NM. This help desk performs Tier 1 - 3 requirements and supports an estimated 2,500 customers. This work will be performed 100% on-client site on a prescribed RDO schedule.The 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 terminationRecording, analyzing, and preparing required reports regarding problem resolution occurrences and trendsDeveloping standard operating procedures and user self-help training aids (e.g. tips and tricks, frequently asked questions) for recurring problemsEnsuring the timely process through which problems are controlledProblem recognition, research, isolation, resolution, and follow-up stepsSupports end users on a variety of issuesIdentifies, researches, and resolves technical problemsResponds to telephone calls, email, and personnel requests for technical supportDocuments, tracks, and monitors the problem to ensure a timely resolutionFollows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook