Helpdesk Support Specialist I

Nakupuna Services is seeking a Helpdesk Support Specialist. 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.

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 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.
• 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 Remedy for escalations. Track, resolve issues, and provide feedback to complete the process.

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 TS/SCI security clearance required. Must be a U.S. citizen.

Location: Adelphi, 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 $65,000.00 to $83,000.00 (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.