Helpdesk Support Specialist III

Nakupuna Companies; Maryland; On-site; USD 77,000 - 109,000; Full time

Job summary

Nakupuna Companies is seeking a Helpdesk Support Specialist III to provide advanced technical support for complex IT issues. The role includes managing escalated tickets, ensuring compliance with security standards, and resolving issues across multiple platforms. Candidates must have a Bachelor's degree in IT and significant technical support experience.

Qualifications

• 5+ years of technical support experience.
• 2+ years in Tier 2/3 support role.
• Active TS/SCI security clearance required.

Responsibilities

• Serve as single point of contact for helpdesk operations.
• Identify and resolve IT issues across operating systems.
• Manage customer requests through the ticketing system.

Skills

Technical Support

Problem Resolution

Customer Service

Education

Bachelor's degree in IT or Computer Science

Tools

Ticketing Systems

Security+ CE

Job description

Overview

Nakupuna Solutions is seeking a Helpdesk Support Specialist III. The Helpdesk Support Specialist III provides advanced technical support and problem resolution for complex IT issues, serving as Tier 2 and/or Tier 3 support. This includes receiving escalated tickets from Tier 1 support while managing sophisticated technical challenges and system-level problems.

Responsibilities

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

• Operate as the single point of contact for Tier 1 and Tier 2 helpdesk operations within the hours of 0700-1800.
• Review and handle service requests and support calls and provide the government lead with weekly metrics. Actions include tracking, auditing, resolving issues, and giving feedback on findings.
• Identify and resolve issues across various operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
• Address 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 and ensuring access to: DISA Storefront, DISA Purebred, vendor portal, and C5ISR’s Apple Business Manager Account.
• Provide alternate Information Management Officer (IMO) support including, but not limited to: NIPR/SIPR account creation and deletion; hardware and software installation; hardware recommendations and purchase requests; workstation and mobile device setup and support; Defense Enterprise Provisioning Online (DEPO) back up; manage email accounts; create mailboxes; and create distribution lists.
• Gather, analyze, respond to, resolve, or forward customer telecommunications requirements or problems.
• Provide alternate DREN system administrator support to include, but not limited to, troubleshooting/patching DREN systems and troubleshooting network issues.
• 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.
• Identify or replace hardware components for any parts that are out of warranty.
• Provide backup support for VTC capabilities, including connection setup and troubleshooting assistance.
• 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 Remedy for escalations. Track, resolve issues, and provide feedback to complete the process.
• Align systems related to Windows and UNIX operating systems, containers, and cloud computing technologies with current DISA Security Technical Implementation Guides (STIG) and security requirements, ensuring compliance with the cybersecurity posture of managed information systems within their network.

Qualifications

Education and Experience:

• Bachelor's degree in IT, Computer Science, or related field
• 5+ years of technical support experience
• 2+ years in Tier 2/3 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 TS/SCI security clearance required. Must be a U.S. citizen.

Location: Aberdeen, MD

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.

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 $77,500.00 to $109,000.00 (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.