Help Desk Technician (Tier 2)

Na Ali'i Consulting & Sales, LLC.•Pittsburgh, PA

4d•Onsite

About The Position

Nakupuna Prime is seeking a 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.

Requirements

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
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
CompTIA Security+ or equivalent (DoD 8570/8140 compliant) – Required
Must be a U.S. Citizen.
Must possess and maintain an active Secret security clearance.
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.

Nice To Haves

Experience supporting DoD or Federal Government IT environments preferred

Responsibilities

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