Nakupuna Companies · 11 hours ago
Help Desk Technician (Tier 2)
Pittsburgh, PA
Full-time
Onsite
Senior Level
5+ years expNakupuna Companies is seeking a Help Desk Technician (Tier 2) to support the U.S. Army Combat Capabilities Development Command (DEVCOM) G6. This role involves providing advanced technical support to resolve complex hardware, software, network, and system issues, ensuring reliable operation of DEVCOM information systems.
SustainabilityConsultingInformation TechnologyEnvironmental ConsultingManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide advanced technical support and serve as escalation point for Tier 1 service requests
Diagnose and resolve complex issues involving operating systems, applications, hardware, network connectivity, firewalls, switches, VPNs, and remote computing environments
Serve as a single point of contact for DEVCOM users requiring 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 “touch labor” support for hardware troubleshooting, replacement, and configuration
Manage and administer user accounts, access permissions, and Active Directory organizational units (OU)
Ensure managed systems align with current DISA Security Technical Implementation Guides (STIGs), Security Requirements Guides (SRGs), and cybersecurity posture requirements
Monitor, assign, track, audit, and close service tickets within established service level agreements (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 (RNEC) and Telephone Control Officer (TCO) to ensure continuity of services
Provide backup Video Teleconferencing (VTC) support across multiple networks as required
Assist with in-processing and out-processing of users, including provisioning accounts and configuring devices
Mentor Tier 1 technicians and provide technical guidance
Provide timely notifications to user populations regarding system maintenance or service interruptions
Support normal duty hours (Monday–Friday, 0700–1800) and provide emergency/on-call support as required
Qualification
Required
The candidate must be self-motivated, technically proficient, and capable of operating in a secure and mission-critical environment
Advanced knowledge of Windows operating systems and enterprise IT environments
Strong understanding of networking concepts and technologies (firewalls, switches, VPNs, Citrix, 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 work collaboratively within a technical team
Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum of 5 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
CompTIA Security+ or equivalent (DoD 8570/8140 compliant) – Required
Must be a U.S. Citizen
Must possess and maintain an active Secret security clearance
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 buildings and offices to provide onsite support
Ability to engage in and follow audible communications in emergency situations
Preferred
Experience supporting DoD or Federal Government IT environments preferred
Company
Nakupuna Companies
Nakupuna Companies provides management consulting services specializing in IT, facilities support, and environmental services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jason Greenawalt
Chief Executive Officer
Steven Wright
Chief Financial Officer
Recent News
2025-08-13
2025-06-25
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