Senior Help Desk Support Specialist

Background: The NGPEC NEC provides enterprise-level Information Technology, telecommunications, infrastructure, and Visual Information support to enable training and operational readiness for the Army National Guard across all states and territories. This contract supports mission-critical systems, classroom technologies, conferencing capabilities, and enterprise collaboration platforms used by staff, students, and leadership.

All personnel will operate in a structured, performance-based environment with defined service level expectations, helpdesk ticketing workflows, and compliance with DoD cybersecurity and operational policies., Provides Tier 2 technical support for enterprise IT systems and end users., * Troubleshoot and resolve hardware, software, and network issues

• Respond to helpdesk tickets within required timelines
• Provide user support for PCs, applications, and communications systems
• Maintain system documentation and knowledge base
• Analyze trends and recommend system improvements
• Support system installations and upgrades

Experience Level: Senior (10+ years experience, MA/MS preferred), * IT support and troubleshooting

• Windows systems, networking, and enterprise applications
• Customer support and communication skills

General Requirements

• Active SECRET clearance (or ability to obtain)
• Compliance with DoD cybersecurity and training requirements (DoD 8140, Cyber Awareness, OPSEC, etc.)
• Ability to work on-site in a secure government environment
• Strong communication and teamwork skills
• Ability to operate within a structured, ticket-driven support environment
• Commitment to meeting performance standards and service level requirements

401(k), Health insurance, Paid time off, Vision insurance, Dental insurance, Life insurance, Paid holidays, Benefits: Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) plan, training programs, accrued paid time off (PTO), performance based monthly & quarterly awards, paid holidays and customer kudo rewards.