Helpdesk Support Specialist I

Nakupuna Solutions; Adelphi (MD); On-site; USD 80,000 - 100,000; Full time

Job summary

Nakupuna Solutions in Adelphi, MD, seeks a Helpdesk Support Specialist I to deliver Tier 1 IT support, respond to user requests, and manage tickets from customers and internal teams.

The role covers imaging, troubleshooting across Windows and other OSs, printer maintenance, asset and license tracking, and coordination with the Center and RNEC teams to ensure minimal service interruptions while maintaining security and compliance.

Qualifications

• Bachelor's degree in IT, CS or related field and minimum years of experience.
• Proven background in Tier 1 IT support and ticket handling.
• Certifications such as Security+ CE are desirable.

Responsibilities

• Operate as the initial point of contact for issues reported by users.
• Identify and triage issues across operating systems, including imaging, profile creation, application installation, and hardware/software upgrades.
• Track printer maintenance, connectivity, and setup, and service tickets for cartridges and fuse kits.
• Maintain accountability by accurately tracking all mobility devices.
• Provide alternate Information Management Officer (IMO) support including hardware/software requests and setup.
• Gather, respond to, resolve, or forward telecommunications requirements or problems.
• Maintain software licenses and lifecycle replacement documentation for end-user devices.
• Submit LSRs and installation tickets as appropriate.
• Ensure accounts and authentication tokens remain active, secure and compliant.
• Identify hardware components for out-of-warranty parts.
• Coordinate with the Center and TCO to minimize interruptions.
• Manage customer requests through the ticketing system and escalate via ServiceNow.

Skills

Tier 1 help desk

Imaging & troubleshooting

DREN Tier 1 support

Hardware replacement planning

Education

Bachelor's degree in IT/CS

5+ years technical support

2+ years Tier 1 experience

Tools

ServiceNow

Ticketing systems

DREN networks/tools

Job description

Helpdesk Support Specialist I

Job Locations: US-MD-Adelphi

Job ID: 2026-6839

Type: Full-Time Salaried

Company: Nakupuna Solutions

Overview

The Helpdesk Support Specialist I provides Tier 1 help desk support for IT issues including identifying, tracking, assigning, resolving, and dispositioning tickets. This support may include both customers of the organization as well as internal requests for support.

Responsibilities

The following reflects management's definition of essential functions for this position. 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.
• 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

Skills/Qualifications:

• Provide tier 1 help desk support to desktop. Support include: imaging, troubleshooting, resolving and escalating issues and application troubleshooting.
• Provides DREN tier 1 support include, but not limited to: troubleshooting/patching DREN and troubleshooting network issues.
• Warranty replacement or identify for purchase hardware replacements for any parts that are out of warranty

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 Certification(s)

Required certifications including Security+ CE. Other certifications desired but not required, such as:

• SecurityX / CASP+
• CCNP Security
• CISA
• FITSP-O
• GICSP
• SSCP

Clearance Requirements: Must be a U.S. Citizen and possess a Secret clearance.

The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation range for this position is $80,000.00 to $100,000.00 (annualized USD). The salary range displayed represents the typical salary range for this position and is just one component of Nakupuna Companies total compensation package for employees.