Description 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 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. 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.