Help Desk Technician (Tier 2)

Overview

Nakupuna Companies is seeking a temporary Help Desk Technician (Tier 2) to support the U.S. Army Combat Capabilities Development Command (DEVCOM) G6. This position provides advanced technical support to personnel located in Pittsburgh, Pennsylvania.

The Help Desk Technician (Tier 2) resolves complex hardware, software, network, and system issues escalated from Tier 1 support and ensures the reliable operation of DEVCOM information systems. This role requires strong troubleshooting expertise, technical leadership, and customer service skills in a Department of Defense (DoD) environment.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.

- Provide advanced technical support and serve as escalation point for Tier 1 service requests

- Diagnose and resolve complex issues involving operating systems, applications, hardware, network connectivity, firewalls, switches, VPNs, and remote computing environments

- Serve as a single point of contact for DEVCOM users requiring ADP, automation, hardware, software, and technical support

- Perform system maintenance, administrative tasks, and performance optimization

- Install, configure, deploy, and support workstations, peripherals, and government-furnished hardware and software

- Provide hands-on “touch labor” support for hardware troubleshooting, replacement, and configuration

- Manage and administer user accounts, access permissions, and Active Directory organizational units (OU)

- Ensure managed systems align with current DISA Security Technical Implementation Guides (STIGs), Security Requirements Guides (SRGs), and cybersecurity posture requirements

- Monitor, assign, track, audit, and close service tickets within established service level agreements (SLAs)

- Conduct root cause analysis for recurring issues and implement corrective solutions

- Generate help desk metrics and trend analysis reports to improve system performance and user satisfaction

- Develop written procedures, evaluations, checklists, and technical documentation for CIO approval

- Coordinate with the Regional Network Enterprise Center (RNEC) and Telephone Control Officer (TCO) to ensure continuity of services

- Provide backup Video Teleconferencing (VTC) support across multiple networks as required

- Assist with in-processing and out-processing of users, including provisioning accounts and configuring devices

- Mentor Tier 1 technicians and provide technical guidance

- Provide timely notifications to user populations regarding system maintenance or service interruptions

- Support normal duty hours (Monday–Friday, 0700–1800) and provide emergency/on-call support as required

Qualifications

Skills/Qualifications:

The candidate must be self-motivated, technically proficient, and capable of operating in a secure and mission-critical environment

- Advanced knowledge of Windows operating systems and enterprise IT environments

- Strong understanding of networking concepts and technologies (firewalls, switches, VPNs, Citrix, Cisco)

- Experience administering Active Directory environments

- Strong troubleshooting and analytical skills

- Ability to manage multiple priorities and resolve issues independently

- Excellent verbal and written communication skills

- Strong customer service orientation and professionalism

- Ability to mentor junior staff and work collaboratively within a technical team

Education/Experience:

- Bachelor’s degree in Information Technology, Computer Science, or a related field

- Minimum of 5 years of experience in Help Desk operations supporting Automated Data Processing (ADP), automation, remote computing, hardware, and technical support for users. All experience must be proven and documented

- Experience supporting DoD or Federal Government IT environments preferred

Certification Requirements:

- CompTIA Security+ or equivalent (DoD 8570/8140 compliant) – Required

Clearance Requirements:

- Must be a U.S. Citizen.

- Must possess and maintain an active Secret security clearance.

Work Location:

Pittsburgh, Pennsylvania. On-site support required.

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 sit for prolonged periods at a desk working on a computer.

- Ability to perform repetitive motions with hands, wrists, and fingers.

- Ability to lift and carry IT equipment up to 40 pounds.

- Ability to move between buildings and offices to provide onsite support.

- Ability to engage in and follow audible communications in emergency situations.

This is a temporary full time position.