Help Desk Tier 1 Support (Active Secret Clearance required)

Position: Help Desk Tier 1 Support

Location: Portsmouth, NH

Duration: Full-time with benefits

Client: US Navy, SUBMEPP

Security Clearance: Active Secret

Certification: Any IAT Level II

Job Description

• Receive trouble ticket issues and open Help Desk tickets, via in person at the help desk, over phone, through email, and/or other electronic means.
• Requires in-person, on premises support.
• Provide help desk ticket resolution in a knowledgeable, friendly, and professional manner meeting the requirements.
• Meet SUBMEPP established Service / Support Level Requirements.
• Input trouble calls into the SUBMEPP ticket tracking system.
• Prior to trouble tickets being escalated exhaust all available resources and documented steps taken in ticket notes.
• Ensure all required information for incident resolution is gathered and documented.
• For common issues, publish Knowledge Base articles to SUBMEPP’s Knowledge Base repository when applicable.
• Analyze and resolve help desk tickets IAW Section 13.2 and SUBMEPP operational guides; in person at the help desk, over phone, through email, and/or other electronic means.
• Escalate help desk tickets when required by service desk processes IAW Section 13.2 to either Tier 2, Tier 3, or appropriate team/individual.
• Provide follow-up service to end-users via email, phone, or face to face to ensure service provided by the Help Desk has addressed their needs in a timely and efficient manner.
• Write and maintain Work Procedures (WP), on Government networks/Government-Furnished Equipment (GFE), in support of this task for common Help Desk processes and activities.
• Support, maintain, and optimize all production IT systems to include, but not limited to, devices such as printers, scanners, copiers, and fax devices.
• Perform initial setup and issuance of client devices. Provide real time guidance to the user in the migration, setup, and troubleshooting of issued GFE.
• Serve as n-site support for Tier II and III activities by directly observing and documenting client machine issues, performing GFE inventories, moving, and issuing new devices, or performing other, non-privileged functions.
• Set-up of IT in training classrooms and conference rooms.
• Manage NMCI/Nautilus New User Account Orientation, and setup of user workspace computer systems with monitor(s), keyboard, mouse, printers, or any other approved external peripheral IAW GFI