Service Desk Support Specialist II

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. Position Overview 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 a 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 Five (5) years' IT related experience Three (3) 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 #J-18808-Ljbffr H2 Performance Consulting