Service Desk Technician (Day Shift)

Arlington, VA, US • Posted 2 days ago • Updated 15 hours ago

Full Time

On-site

Decisionpoint Corporation

Fitment

Dice Job Match Score™

🛠️ Calibrating flux capacitors...

Job Details

Skills

Cyber Security
IT Operations
TOC
Theory Of Constraints
CISA
Information Technology
SAP BASIS
Service Level
Issue Tracking
Knowledge Base
Standard Operating Procedure
SOP
IT Infrastructure
Knowledge Management
Documentation
Service Desk
Document Management
Tier 2
Tier 3
Tier 1
Technical Support
Operating Systems
Microsoft Windows
Microsoft Office
Web Browsers
Customer Service
Analytical Skill
Conflict Resolution
Problem Solving
Communication
Management
Attention To Detail
ITIL
Help Desk
CompTIA
Microsoft Certified Professional
Legal
Authorization

Summary

Overview

DecisionPoint is seeking an experienced Service Desk Technician (Day Shift) to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role.

This position is fully on-site in Arlington, VA.

Duties & Responsibilities

Provide Tier 1 technical support to end-users via phone, email, and chat to include remote computer support.
Owning, tracking, and resolving Information Technology (IT) incidents and requests.
Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO's).
Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
Provide knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP's), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions.
Logging/Tracking trouble tickets to escalate to other IT support groups.
Creating, modifying, or deactivating user accounts.
Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system.
Responding to all assigned calls and messages in order of priority and severity.
Serve as the First contact for users via phone or email for all IT-related inquiries and incidents.
Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
Maintain a professional appearance and demeanor during duty hours and when working with the user community.

Qualifications

Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role.
A proven track record of providing exceptional customer service.
Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems ( Windows), Microsoft Office, O365 web browsers, electronic email and other software.
Ability to work independently and collaboratively in a fast-paced environment.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment.
Possess excellent written, verbal, and interpersonal communication skills.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.

Preferred:

ITIL Certification
Help Desk Institute Certifications
CompTIA A+ or Microsoft Certified Professional

Our Equal Employment Opportunity Policy

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91099468
Position Id: 2026-3464_1
Posted 2 days ago

Company Info

About Decisionpoint Corporation

DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB) SBA HUBZone certified business, is an innovation thought leader in the Federal community delivering transformative IT Support Services, including Operations and Maintenance (O&M), Cyber Security, Information Assurance (IA), and Professional Services, empowering Government agencies to enhance delivery of their critical mission requirements. Our experience also provides us a keen understanding of Government agencies’ responsibilities and challenges, including:

ITSM implementations;
application and infrastructure modernization;
footprint reduction;
adoption of emerging technologies;
rapid integration;
cloud adoption.

Decisionpoint Corporation is currently accepting resumes for a variety of positions. Please review the database of positions that we are seeking to fill and contact us for additional information about any specific opportunity.

Go to company profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Service Desk Technician

Tysons, Virginia

•

Today

Overview This position provides frontline technical support to corporate staff and customers by diagnosing and resolving computer hardware and software problems. The candidate will work closely with technical, professional, and service teams to manage escalations, coordinate repairs, deliver user training, and ensure high-quality support services. Responsibilities Maintain, analyze, image, troubleshoot, and repair LMI computer systems, including hardware, software, peripherals, and end-user d

Full-time

Service Desk Agent

Washington, District of Columbia

•

Today

Job ID: T2601897 Location: Washington, DC, US Date Posted: 2026-03-05 Category: Information Technology Subcategory: Technical Support Schedule: Full-Time Shift: Day Job Travel: No Minimum Clearance Required: None Clearance Level Must Be Able to Obtain: Public Trust Potential for Remote Work: ORA_ON_SITE Description ? SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is th

Full-time

USD 40,000.00 per year

Helpdesk Technician

Arlington, Virginia

•

Today

Job Number: R0236589 Helpdesk Technician The Opportunity: Your combination of people skills and technical expertise makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoD? We're looking for a Helpdesk Techni cia n with a solid background in Windows operating systems to work within classified environments, providing in-depth support and leading problem-solving and implementation efforts for specific sof tware and

Full-time

USD 62,000.00 - 141,000.00 per year

Tier II Service Desk Specialist

Washington, District of Columbia

•

Today

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our Passion. People are our Purpose. Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each tea

Full-time

Search all similar jobs