Help Desk Technician (Tier 1)

Overview

Nakupuna Prime is seeking a Help Desk Technician (Tier 1) to support the U.S. Army Combat Capabilities Development Command (DEVCOM) G6. This position provides first-level technical support to personnel located at Aberdeen Proving Ground (APG), MD. The Help Desk Technician will serve as the initial point of contact for Automated Data Processing (ADP), automation, remote computing, hardware, software, and technical support services.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.

• Provide first-level technical support via phone, email, chat, and in-person assistance during normal duty hours (Monday–Friday, 0700–1800), including on-call support as required
• Serve as the single point of contact for DEVCOM users requiring ADP, automation, hardware, software, remote computing, and technical support
• Troubleshoot and resolve common hardware, software, network, and account-related issues (e.g., password resets, printer issues, application errors)
• Install, configure, and deploy workstations, peripherals, government-furnished software, and hardware
• Provide “touch labor” support for hardware and software installation, troubleshooting, and replacement of components such as printer toner cartridges and fuse kits
• Create, update, document, and track service tickets in the designated help desk management system
• Monitor, assign, and follow up on service requests to ensure timely resolution and customer satisfaction
• Escalate complex or unresolved issues to Tier 2 or appropriate technical teams
• Maintain and contribute to the knowledge base by documenting recurring issues and resolutions
• Provide Microsoft Active Directory organizational unit (OU) administration and coordinate with the local Regional Network Enterprise Center (RNEC)
• Align managed systems with current DISA STIG/SRG requirements and cybersecurity posture guidance
• Assist with in-processing and out-processing of users, including account provisioning and device configuration
• Configure and maintain mobility devices (e.g., iPhone, iPad, PDAs) prior to issuance
• Provide backup Video Teleconferencing (VTC) support across multiple networks
• Provide timely notifications to users regarding planned or unplanned outages or maintenance events
• Support data collection and reporting for help desk metrics, trend analysis, and system performance improvements
• Develop written procedures, checklists, and evaluations for CIO approval as required

Qualifications

Skills/Qualifications:

The candidate must be self-motivated, customer-focused, and capable of working in a fast-paced Department of Defense (DoD) environment.

• Solid understanding of computer hardware, operating systems (Windows and/or UNIX), software applications, and basic networking concepts
• Ability to diagnose and resolve technical issues efficiently and accurately
• Strong verbal and written communication skills
• Demonstrated customer service skills with patience and professionalism
• Ability to work independently and collaboratively within a team environment
• Experience working within DoD cybersecurity policies and procedures preferred
• Familiarity with Active Directory account management and ticketing systems preferred

Education/Experience:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
• Minimum of 2 years of experience in Help Desk operations supporting Automated Data Processing (ADP), automation, remote computing, hardware, and technical support for users. All experience must be proven and documented
• Experience supporting users in a DoD or Federal Government environment preferred

Certifications Requirements:

• CompTIA Security+ or equivalent (DoD 8570/8140 compliant) – Required

Clearance Requirements:

• Must be a U.S. Citizen.
• Must possess and maintain an active Secret security clearance
• Must be eligible for access to SIPRNet as required

Work Location:

Aberdeen Proving Ground (APG), Maryland. On-site support required.

 

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 sit for prolonged periods at a desk working on a computer.
• Ability to perform repetitive motions with hands, wrists, and fingers.
• Ability to lift and carry IT equipment up to 40 pounds.
• Ability to move between