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Help Desk Support Specialist

Help Desk Support Specialist

H2 Performance Consulting

Schenectady, NY • On-site

Full-time

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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 Helpdesk Specialist to join our new project supporting the White Sands Missile Range in White Sands, NM. This work will be performed 100% on-client.
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 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) for recurring problems
  • Ensures the timely process through which problems are controlled.
  • Problem recognition, research, isolation, resolution, and follow-up steps.
  • Supports end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email, and personnel requests for technical support.
  • Documents, tracks, and monitors 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.

Required Qualifications:
  • Direct Relative Experience Required
    • Junior Level: 1-2 Years
    • Intermediate: 3-5 Years
    • Senior Level: 5+ Years
  • 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

Qualified candidates may submit their resume to the career section of our company website at http://www.h2pc.com. All resumes will be reviewed within 5 business days and those candidates we wish to further in the application process will be contacted via email/phone to schedule initial phone screens.

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Frequently asked questions

Q: What skills or qualities help someone succeed as a Help Desk Specialist?

A: To succeed as a Help Desk Specialist, key technical skills include proficiency in operating systems, software applications, and hardware troubleshooting, as well as knowledge of networking fundamentals and IT service management frameworks. Essential soft skills include strong communication and interpersonal skills, empathy, and problem-solving abilities, allowing Help Desk Specialists to effectively interact with customers, diagnose issues, and provide timely resolutions. By combining these technical and soft skills, Help Desk Specialists can deliver high-quality support, build customer trust, and lay a strong foundation for career growth into more senior IT roles.

Q: What is the career path for a Help Desk Specialist?

A: A Help Desk Specialist typically starts as an entry-level role, progressing to a Technical Support Specialist or Help Desk Team Lead, and eventually advancing to senior roles such as Senior Technical Support Specialist or IT Operations Manager. Key opportunities for skill development include learning about various software applications, hardware troubleshooting, and customer service techniques, as well as developing project management and leadership skills. Long-term career prospects may lead to roles in IT management, consulting, or specialized fields like cybersecurity or network administration, offering a wide range of career directions and advancement opportunities.

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