Help Desk Specialist, Mid (Tier 1)

DecisionPoint seeks Help Desk Specialists (Tier 1) to provide first-line technical and customer support for a secure Department of Defense (DoD) enterprise environment. These specialists will respond to user inquiries, troubleshoot system access issues, and resolve common technical problems while maintaining compliance with established service-level agreements (SLAs).

The Help Desk Specialists will operate under a 24/7 shift rotation, ensuring continuous coverage of system and user support needs. They will document incidents, escalate complex issues, and contribute to service improvement initiatives while delivering high-quality, courteous, and secure end-user assistance.

This position is fully remote.

Shifts Available:

2x Day Shift: 0700-1500 EST

• 1x Mid Shift: 1500-2300 EST

• 1x Night Shift: 2300-0700 EST

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Help Desk Specialist, Mid (Tier 1) will:

• Serve as the initial point of contact for end users seeking IT assistance via phone, email, or ticketing system.

• Record, categorize, and prioritize incoming requests using IT Service Management (ITSM) tools such as ServiceNow, Remedy, or Jira Service Management.

• Troubleshoot and resolve user account, password, and access issues in compliance with DoD identity and privilege management policies.

• Diagnose and resolve common hardware, software, and connectivity issues for remote and on-premise users.

• Escalate unresolved or complex incidents to Tier 2 or Tier 3 support teams in accordance with standard operating procedures.

• Provide status updates and communication to end users on incident resolution timelines and next steps.

• Maintain accurate and detailed ticket documentation, including actions taken, resolution steps, and verification of user satisfaction.

• Follow and contribute to knowledge base articles (KBAs) and Standard Operating Procedures (SOPs) to ensure consistent support practices.

• Support incident, problem, and change management processes by documenting recurring issues and recommending corrective actions.

• Conduct Tier 0 validation testing on new knowledge base entries and self-service content prior to publication.

• Participate in shift handovers, providing clear summaries of open incidents and escalation status.

• Adhere to cybersecurity and operational security (OPSEC) standards while managing user data and system access.

• Support system outage communications, ensuring timely notification to stakeholders and coordination with shift leads.

• Participate in ongoing training and cross-skilling to expand troubleshooting and system support capabilities.

Clearance Requirement:

• Must hold an active Secret clearance.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• Minimum 5 years of experience providing IT customer support or service desk operations, including 2+ years in a federal or defense environment.

• Experience with ITSM tools, incident tracking, and SLA management.

• Familiarity with RMF, DISA STIG, and DoD cybersecurity compliance standards.

Technical Knowledge:

• Proficiency in Windows and Linux operating systems, user account administration, and remote desktop tools.

• Familiarity with network fundamentals, VPN troubleshooting, and secure access solutions.

• Knowledge of Active Directory (AD), multi-factor authentication (MFA), and PKI certificate management.

• Experience troubleshooting email, collaboration tools, and endpoint security applications.

• Familiarity with ticket triage workflows and ITIL-aligned service management processes.

• Understanding of Zero Trust principles and secure user access management.

Certifications (Preferred):

• CompTIA Security+ CE (DoD 8570 IAT II baseline).

• CompTIA A+ or Network+ certification.

• ITIL v4 Foundation or HDI Support Center Analyst (preferred).

Skills:

• Strong problem-solving and communication skills in a customer-facing environment.

• Excellent written and verbal communication for documenting and resolving user issues.

• Ability to work independently during assigned shift hours and coordinate effectively with remote teams.

• Detail-oriented, dependable, and committed to mission success and customer satisfaction.

• Demonstrated professionalism, patience, and adaptability under pressure.

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.