Helpdesk Support Specialist III

Na Ali'i Consulting & Sales, LLC.•Aberdeen Proving Ground, MD

6d•$80,000 - $105,000•Onsite

About The Position

Nakupuna Companies is seeking a Helpdesk Support Specialist III. The Helpdesk Support Specialist III provides advanced technical support and problem resolution for complex IT issues, serving as Tier 2 and/or Tier 3 support. This includes receiving escalated tickets from Tier 1 support while managing sophisticated technical challenges and system-level problems.

Requirements

Bachelor's degree in IT, Computer Science, or related field
5+ years of technical support experience
2+ years in Tier 2/3 support role
Required certifications including Security+ CE.
TS/SCI with CI Poly.
Must be a U.S. Citizen.

Nice To Haves

Other certifications desired but not required, such as: SecurityX / CASP+
CCNP Security
CISA
FITSP-O
GICSP
SSCP

Responsibilities

Operate as the single point of contact for Tier 1 and Tier 2 helpdesk operations within the hours of 0700-1800.
Review and handle service requests and support calls and provide the government lead with weekly metrics. Actions include tracking, auditing, resolving issues, and giving feedback on findings.
Identify and resolve issues across various operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
Address 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 and ensuring access to: DISA Storefront, DISA Purebred, vendor portal, and C5ISR’s Apple Business Manager Account.
Provide alternate Information Management Officer (IMO) support including, but not limited to: NIPR/SIPR account creation and deletion; hardware and software installation; hardware recommendations and purchase requests; workstation and mobile device setup and support; Defense Enterprise Provisioning Online (DEPO) back up; manage email accounts; create mailboxes; and create distribution lists.
Gather, analyze, respond to, resolve, or forward customer telecommunications requirements or problems.
Provide alternate DREN system administrator support to include, but not limited to, troubleshooting/patching DREN systems and troubleshooting 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.
Identify or replace hardware components for any parts that are out of warranty.
Provide backup support for VTC capabilities, including connection setup and troubleshooting assistance.
Provide JWICS support: Account Creation/Renewal/Extensions/Password resets; Imaging and Deployment of Systems; Software Installations and Working with GISA Enterprise to Patch Vulnerabilities; Dispositions and Sanitation of devices at end of lifecycle
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.
Align systems related to Windows and UNIX operating systems, containers, and cloud computing technologies with current DISA Security Technical Implementation Guides (STIG) and security requirements, ensuring compliance with the cybersecurity posture of managed information systems within their network.