What are the responsibilities and job description for the Service Desk Specialist position at Nakupuna Companies?
Overview
Nakupuna Prime is seeking a Service Desk Specialist to support the Army Human Resources Command. The Service Desk Specialist provides frontline technical support to end users, ensuring timely resolution of IT issues and high-quality customer service. This role is responsible for receiving, prioritizing, documenting, and actively resolving incident and service requests. The Service Desk Specialist serves as the primary point of contact for troubleshooting hardware, software, network, and account-related problems. We are actively staffing contingent positions with a start date during the contract transition phase between December 12-26, 2025.
Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.
Skills/Qualifications: The candidate must be self-motivated, pay close attention to detail, and have good oral and written communication skills. Additional certifications may be required as prescribed by DoDD 8140 (e.g., Network CE, Security CE, CASP CE).
Education and Experience: The following are desirable levels of experience:
Work Location: Fort Knox, Kentucky. Telework may be authorized once approved by the Government.
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:
Nakupuna Prime is seeking a Service Desk Specialist to support the Army Human Resources Command. The Service Desk Specialist provides frontline technical support to end users, ensuring timely resolution of IT issues and high-quality customer service. This role is responsible for receiving, prioritizing, documenting, and actively resolving incident and service requests. The Service Desk Specialist serves as the primary point of contact for troubleshooting hardware, software, network, and account-related problems. We are actively staffing contingent positions with a start date during the contract transition phase between December 12-26, 2025.
Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.
- Provide Tier 1–2 technical support by diagnosing and resolving end-user issues related to hardware, software, networks, CAC authentication, printers, and enterprise applications
- Process service requests, incidents, and problem tickets in accordance with ITIL best practices and PWS-defined response and resolution timelines
- Create, modify, disable, and troubleshoot user and service accounts, permissions, and access controls across NIPR environments
- Support workstation setup, configuration, imaging, patching, and routine maintenance to ensure system security and performance
- Escalate complex or unresolved technical issues to senior technicians or engineering teams, providing clear documentation of troubleshooting steps taken
- Maintain accurate records of work performed, update knowledge base articles, and contribute to continuous improvement of service desk procedures
- Deliver high-quality customer service by communicating clearly, professionally, and proactively with users and mission stakeholders
Skills/Qualifications: The candidate must be self-motivated, pay close attention to detail, and have good oral and written communication skills. Additional certifications may be required as prescribed by DoDD 8140 (e.g., Network CE, Security CE, CASP CE).
Education and Experience: The following are desirable levels of experience:
- Bachelor’s degree in any technical or managerial discipline is preferred.
Work Location: Fort Knox, Kentucky. Telework may be authorized once approved by the Government.
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.