Three to five years of help desk-specific experience.
A high school diploma or related discipline.
One of the following certifications: CompTIA A+ CE, CompTIA Network+ CE, Systems Security Certified Practitioner (SSCP), or CCNA-Security.
At least a Secret-level security clearance to start on contract.
Responsibilities
Provide user management support by processing account creation and change request forms, submitting and tracking account requests, troubleshooting individual account issues, creating accounts, and terminating accounts.
Record, analyze, and prepare required reports regarding problem-resolution occurrences and trends.
Develop standard operating procedures and user self-help training aids, such as tips and tricks and frequently asked questions, for recurring problems.
Ensure the timely process through which problems are controlled.
Recognize, research, isolate, resolve, and follow up on problems.
Support end users on a variety of issues.
Identify, research, and resolve technical problems.
Respond to telephone calls, email, and personnel requests for technical support.
Document, track, and monitor problems to ensure timely resolution.
Follow an Information Technology Infrastructure Library (ITIL) process to resolve incidents from beginning to end.
Help Desk Support Specialist
H2 Performance Consulting · White Sands, United States · Full-time · Posted 2026-06-12
Workplace: on_site
Department: WSMR
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 full-time Help Desk Support Specialist to support our help desk at the White Sands Missile Range in White Sands, NM. This help desk performs Tier 1 - 3 requirements and supports an estimated 2,500 customers. This work will be performed 100% on-client site on a prescribed RDO schedule.
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.
Requirements
Required Qualifications:
Direct Relative Experience Required
3-5 Years of Help Desk specific skills
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
Benefits
H2 Performance Consulting offers competitive benefits to include health insurance, vision/dental insurance, paid time off, holiday pay, and 401K.