Service Desk Support Specialist I

H2 Performance Consulting is seeking a Service Desk Support Specialist to provide Tier 1 Service Desk Support for all applications supported by HQMC ARI.

Requirements

• 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