Help Desk Technician (Tier 2)

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

1d•Onsite

About The Position

Nakupuna Companies is seeking a temporary Help Desk Technician (Tier 2) to provide advanced technical support to U.S. Army Combat Capabilities Development Command (DEVCOM) G6 personnel in Pittsburgh, Pennsylvania. The role resolves complex hardware, software, network, and system issues escalated from Tier 1 support and helps ensure reliable operation of DEVCOM information systems in a Department of Defense environment. The position requires advanced troubleshooting expertise, technical leadership, and strong customer service skills. It is a temporary, full-time, on-site position supporting normal duty hours Monday through Friday, 0700–1800, with emergency or on-call support as required.

Requirements

Advanced knowledge of Windows operating systems and enterprise IT environments.
Strong understanding of networking concepts and technologies, including firewalls, switches, VPNs, Citrix, and 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 ADP, automation, remote computing, hardware, and technical support for users; experience must be proven and documented.
CompTIA Security+ or equivalent DoD 8570/8140-compliant certification.
Must be a U.S. citizen.
Must possess and maintain an active Secret security clearance.

Nice To Haves

Experience supporting DoD or Federal Government IT environments.

Responsibilities

Provide advanced technical support and serve as the 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 hardware troubleshooting, replacement, and configuration support.
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 user in-processing and out-processing, 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 through Friday, 0700–1800, and provide emergency/on-call support as required.