Help Desk Tier 1 Support

CompQsoft is seeking a Help Desk Tier 1 Support to join our team of qualified, diverse individuals at Portsmouth, NH for the Navy program.

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

Requirements

• 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

Required Qualifications & Skills

• Security Clearances: Requires Minimum Active DoD Secret clearance
• Certifications: DoD 8570 compliance (such as CompTIA Security+ or CCNA)

For more open requirements, please visit ;

About Us CompQsoft Inc. Established in 1997, headquarters in Houston, TX and office in Leesburg, VA. CompQsoft offers a range of comprehensive Cyber Security, Infrastructure, Cloud solutions, ERP implementation, Business Intelligence, Application development, Ecommerce applications and Management consulting services. CompQsoft is Certified CMMI Level 3 practitioner for Development and Services, ISO 9001:2015, ISO 27001:2013 & ISO 20000-1:2011 Certified. CompQsoft is a fast-growing company with a strategy and methodology that is strongly focused on the success of our clients, predominantly the Federal government.

CompQsoft provides equal opportunity in all aspects of employment and in the working environment to all employees and applicants. CompQsoft does not take any non-merit factors like race, color, religion, sex (gender), mental/physical disability, and age into account for purposes of recruitment, hiring and development.