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Help Desk Technician

3 months ago

Arlington, United States Nakupuna Companies Full time

Location: Onsite in Arlington, Virginia (no remote work available)

Clearance Requirements: This position requires an active SECRET security clearance. Must be a U.S. citizen.


Overview:

Nakupuna Solutions is seeking a Senior Help Desk Technician to support the Army Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance (C5ISR) Center Headquarters at Aberdeen Proving Ground (APG), Maryland. This position will provide Tier 1 help desk support to enterprise services by identifying, troubleshooting, resolving, and escalating issues with multiple operating systems to include, but not limited to: computer imaging, profile creation, application installation, computer hardware/software upgrades/modifications, and websites.


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:

  • Provide Tier 1 help desk support to printers. Support includes, but is not limited to: identifying, troubleshooting, resolving, and escalating issues with printer maintenance, connectivity issues, and initial set up. Service all tickets for installation and replacement of printer toner cartridges and printer fuse kits.
  • Provide Tier 1 help desk support to mobile equipment. Support includes, but is not limited to: identifying, troubleshooting, resolving and escalating issues, account creations, and application troubleshooting. Maintain accountability and accurately track all mobility devices and maintain access to: DISA Storefront, DISA Purebred, vendor portal, and the C5ISR Center’s Apple Business Manager Account.
  • Provides alternate DREN system administrator support to include, but not limited to: troubleshooting/patching DREN systems and troubleshoots 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.
  • Warranty replace or identify for purchase hardware replacements for any parts that are out of warranty.
  • Provide backup support for VTC capabilities to include connection setup and troubleshooting support.
  • Monitor, claim, update, and complete customer requests through the C5ISR Center ticketing system(s) by gathering information, conducting research, and corresponding with customers as required. Convert Portal tickets to Remedy when RNEC/Army Enterprise Service Desk escalation is required. Tracks, audits, resolves issues, and provides feedback to close the loop with the customer.
  • Align managed systems concerning Windows Operating Systems, UNIX operating systems, images, containers, PODs, Nodes, or other applicable cloud computing technologies, registered applications, and supporting application technologies to current DISA Security Technical Implementation Guides (STIG)/security requirements guides (SRG), and applicable guidance concerning the cybersecurity posture of administered information systems within the applicable network in which the systems in question reside.


Skills/Qualifications: Security+ CE certification required.


Education and Experience: Bachelor's Degree and 5 years of experience desired.


Clearance Requirements: This position requires an active SECRET security clearance. Must be a U.S. citizen.


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 emergency situations.
  • Ability to sit for prolonged periods at a desk and working on a computer.

The Nakupuna Companies are dedicated to fostering an inclusive work environment while providing reasonable accommodations to individuals with disabilities. If you require special assistance or accommodations during your job application process, please contact recruiting@nakupuna.com.