Helpdesk Support Specialist I

The Helpdesk Support Specialist I provides Tier 1 help desk support for IT issues including identifying, tracking, assigning, resolving, and dispositioning tickets. This support may include both customers of the organization as well as internal requests for support.

The following reflects management's definition of essential functions for this position. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Operate as the initial point of contact for issues reported by users.
• Identify and triage issues across various operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
• Track 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.
• Provide alternate Information Management Officer (IMO) support including, but not limited to, hardware and software requests; workstation and mobile device setup and support; Defense Enterprise Provisioning Online (DEPO) back up; email account support.
• Gather, respond to, resolve, or forward customer telecommunications requirements or problems.
• 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.
• Ensure personal accounts and authentication tokens remain active, secure and compliant with IT policies to prevent service disruptions.
• Identify hardware components for any parts that are out of warranty.
• 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 ServiceNow for escalations. Track, resolve issues, and provide feedback to complete the process.

Skills/Qualifications:

• Provide tier 1 help desk support to desktop. Support include: imaging, troubleshooting, resolving and escalating issues and application troubleshooting.
• Provides DREN tier 1 support include, but not limited to: troubleshooting/patching DREN and troubleshooting network issues.
• Warranty replacement or identify for purchase hardware replacements for any parts that are out of warranty

Education and Experience:

• Bachelor's degree in IT, Computer Science, or related field
• 5+ years of technical support experience
• 2+ years in Tier 1 support role

Required Certification(s)
Required certifications including Security+ CE. Other certifications desired but not required, such as:
SecurityX / CASP+
CCNP Security
CISA
FITSP-O
GICSP
SSCP

Clearance Requirements: Must be a U.S. Citizen and possess a Secret clearance.

The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation range for this position is $80,000.00 to $100,000.00 (annualized USD). The salary range displayed represents the typical salary range for this position and is just one component of Nakupuna Companies total compensation package for employees.