Nakupuna Solutions is seeking a Senior Help Desk Technician to support the Army Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance (C 5 ISR) 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 in... more details
Senior Help Desk Technician
Job LocationsUS-MD-Aberdeen Proving Ground
Job ID
2024-4471
Category
Information Technology Support/Software Development Testing
Type
Full-Time Salaried
Company
Nakupuna Solutions
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.
Provide alternate Information Management Officer (IMO) support to include, 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.
Provide alternate IMO support to include, but not limited to: attend RNEC meetings; Change Advisory Board (CAB) council meetings, IMO council meetings, ATHOC meetings that require C5ISR CENTER presence.
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.
Qualifications
Skills/Qualifications: Security+ CE certification.
Education and Experience: Bachelor's Degree and 10+ 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.
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