Help Desk Technician (Tier 2)

Nakupuna Companies • Pittsburgh, PA

2d • 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. It requires technical troubleshooting expertise, customer service skills, and the ability to work in a secure, mission-critical Department of Defense environment.

The position provides onsite support during normal duty hours, Monday through Friday, 0700–1800, with emergency and on-call support as required. It is a temporary, full-time position.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 5 years of Help Desk operations experience supporting ADP, automation, remote computing, hardware, and technical support for users; all experience must be proven and documented.
• CompTIA Security+ certification or equivalent DoD 8570/8140-compliant certification.
• Must be a U.S. citizen.
• Must possess and maintain an active Secret security clearance.
• 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 collaborate within a technical team.
• Ability to work onsite in Pittsburgh, Pennsylvania.

Nice To Haves

• Experience supporting DoD or Federal Government IT environments.

Responsibilities

• Provide advanced technical support and serve as an escalation point for Tier 1 service requests.
• Diagnose and resolve complex operating system, application, hardware, network connectivity, firewall, switch, VPN, and remote computing issues.
• Serve as a single point of contact for DEVCOM users needing 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 user accounts, access permissions, and Active Directory organizational units.
• Ensure managed systems align with current DISA STIGs, SRGs, and cybersecurity posture requirements.
• Monitor, assign, track, audit, and close service tickets within established 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 and Telephone Control Officer to ensure continuity of services.
• Provide backup VTC support across multiple networks as required.
• Assist with user in-processing and out-processing, including account provisioning and device configuration.
• Mentor Tier 1 technicians and provide technical guidance.
• Notify user populations promptly about system maintenance or service interruptions.
• Support normal duty hours and provide emergency/on-call support as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level