Help Desk Manager

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 Helpdesk Manager to join our Army project supporting 2000+ users with Desk/Desktop related issues for the White Sands Missile Range in White Sands, NM. This work will be performed on-client site and does require an active Secret clearance and at minimum a CompTIA A+ certification.

The Help Desk Manager responsibilities will include:

• Manage team of Help Desk Support Technicians to include staffing, training, performance evaluation, and tasking
• Act as a liaison between Contract and Government.
• Prioritize and schedule technicians and resources to complete service desk functions.
• Work with team members to identify issue trends and suggest long-term strategies to help mitigate incoming issues; identifying and providing input on unique or recurring customer problems.
• Perform appropriate diagnostics when subordinate Technicians need assistance.
• Provide Level 1 and Level 2 Help Desk/Desktop and basic troubleshooting support for desktop issues, application software and/or hardware, user account security, communications, system policy guidance, tablets, laptops, software, printers, document scanners, handheld devices, network service outages/disruptions and enterprise server outages/disruptions.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Utilize ticketing system to document symptoms and status information as well as assign an applicable priority.
• Maintain history records and related problem documentation.
• Utilize remote user administration to assist customers and provide troubleshooting support.
• Advise and educate customers, within procedural guidelines, to ensure a complete solution to their technical or service questions.
• Consult with programmers to explain software errors or to recommend changes to programs.
• Contact software and hardware vendors to request service regarding defective products.
• Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
• Perform approved software installations.
• Perform system images and development of the baseline images for Workstations.
• Perform hardware setups, moves and pickups.
• Perform workstation updates and patching to ensure compliance standards are met.
• Provide VIP support as needed.
• Follow up cases and requests to completion.

Required Qualifications:

• Bachelor's Degree in Computer Information Systems or Computer Science preferred; relevant and equivalent experience may be substituted for a degree requirement.
• 1-2 years’ experience leading a Help Desk or managing a Help Desk Team
• 2-4 years’ experience in administering Windows desktops and operating systems.
• Microsoft and A+ certification required; Security+ preferred.
• Active Secret clearance required at time of start on contract. Must possess SECRET clearance for access to classified areas. Applicant will be subject to a government security investigation and must maintain program security clearance eligibility requirements
• Information Technology Infrastructure Library (ITIL) foundation certification preferred.
• Experience in an end user-based environment.
• Proficient in Microsoft Outlook experience required.
• Good understanding of COTS software/hardware, including Microsoft Office and network products.
• Working knowledge of SharePoint preferred.
• Excellent communication skills.
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
• Ability to schedule, train, and motivate subordinates.
• Self-motivated and ability to work on own initiative in a high-pressure environment.
• Must be a United States citizen.
• Must be 18 years of age or older.
• Must be able to obtain and retain a valid Driver’s License, in order to drive company vehicles.

Qualified candidates may submit their resume to the career section of our company website at [http://www.h2pc.com>. All resumes will be reviewed within 5 business days and those candidates we wish to further in the application process will be contacted via email/phone to schedule initial phone screens.