Helpdesk Support Specialist I

Overview

Nakupuna Solutions is seeking an Helpdesk Support Specialist I.  The Helpdesk Support Specialist I provides Tier 1 help desk support by resolving issues related to hardware, software, and networks.  This includes identifying, tracking, assigning, resolving, escalating and dispositioning tickets. The Helpdesk Support Specialist I requires strong communication skills and foundational technical knowledge.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Operate as the initial point of contact for issues reported by users.
• Identify and triage issues across various operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
• Track printer maintenance, connectivity, and setup, as well as service tickets for installing printer toner cartridges and fuse kits.
• Maintain accountability by accurately tracking all mobility devices.
• Provide alternate Information Management Officer (IMO) support including, but not limited to, hardware and software requests; workstation and mobile device setup and support; Defense Enterprise Provisioning Online (DEPO) back up; email account support.
• Gather, respond to, resolve, or forward customer telecommunications requirements or problems.
• Maintain accountability of software licenses and life-cycle replacement documentation for software licenses, life-cycle replacement of end user devices to include computers, printers, laptops, scanners, and other hardware.
• Submit local service requests (LSRs), and installation RNEC helpdesk ticket requests as appropriate.
• Ensure personal accounts and authentication tokens remain active, secure and compliant with IT policies to prevent service disruptions.
• Identify hardware components for any parts that are out of warranty.
• Provide Tier 1-2 helpdesk support to DREN system administrators, including system imaging, hardware troubleshooting, and software installation to ensure reliable system performance.
• Coordinate closely with the Center and the installation RNEC telephone control officer (TCO) to ensure services proceed with minimal or no interruptions.
• Manage customer requests through the ticketing system by gathering information, conducting research, and communicating with customers. Convert Portal tickets to ServiceNow for escalations. Track, resolve issues, and provide feedback to complete the process.

Qualifications

Education and Experience:

• Bachelor's degree in IT, Computer Science, or related field
• 5+ years of technical support experience
• 2+ years in Tier 1 support role
• Required certifications including Security+ CE. Other certifications desired but not required, such as:
  • SecurityX / CASP+
  • CCNP Security
  • CISA
  • FITSP-O
  • GICSP
  • SSCP

Clearance Requirements: Active Top Secret security clearance required. Must be a U.S. citizen.

Location: Aberdeen Proving Ground, Maryland

Physical Requirements: The ideal candidate must at a minimum, be able to meet the following physical requirements of the job with or without a reasonable accommodation:

• Ability to perform repetitive motions with the hands, wrists, and fingers.
• Ability to engage in and follow audible communications in emergencies.
• Ability to sit for prolonged periods at a desk and work on a computer.