Help Desk Specialist, Jr. (Tier 1)

Overview

DecisionPoint seeks five Help Desk Specialists (Tier 1 - Junior level) to provide first-contact support and incident resolution for a secure Department of Defense (DoD) system environment. These positions form part of the 24x7 multi-tier help desk team, responsible for assisting end users, documenting requests, and escalating issues in accordance with ITIL-based processes and Total Contact Ownership (TCO) standards.

These roles are distributed across shifts to provide full coverage:

• 2x Day Shift: 0700-1500 EST

• 2x Mid Shift: 1500-2300 EST

• 1x Night Shift: 2300-0700 EST

This position is fully remote.

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

Duties & Responsibilities

The Help Desk Specialist, Jr. (Tier 1) will:

• Serve as the first point of contact for end users requiring technical assistance through phone, chat, or ticketing system.

• Log all service requests, incidents, and inquiries in the Government-approved IT Service Management (ITSM) system.

• Provide basic troubleshooting support for user access, password resets, email issues, and software/hardware inquiries.

• Follow documented Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to ensure consistent issue resolution.

• Escalate unresolved or complex issues to Tier 2 or Tier 3 personnel while maintaining clear communication with the user.

• Support account management activities, including user provisioning, deactivation, and credential validation per established security policies.

• Participate in incident response coordination when user-facing issues impact multiple accounts or systems.

• Ensure all tickets are accurately categorized, prioritized, and closed with appropriate documentation and resolution details.

• Conduct post-resolution follow-up to confirm user satisfaction and identify potential process improvements.

• Support the collection of performance metrics related to ticket response time, resolution rate, and customer satisfaction.

• Collaborate with training and knowledge management teams to identify recurring user issues that could be addressed through self-help or documentation updates.

• Adhere to established Service Level Agreements (SLAs) for ticket acknowledgment and resolution timeframes.

• Maintain operational awareness of ongoing incidents and participate in shift handovers to ensure seamless support continuity.

• Follow all DoD cybersecurity and data protection policies, including safe handling of Controlled Unclassified Information (CUI).

Qualifications

Clearance Requirement:

• Must hold an active Secret clearance.

Education:

• High school diploma or equivalent.

Experience:

• 0-2 years of experience in a technical support, help desk, or customer service environment.

• Basic understanding of IT systems, networks, and security concepts.

• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira Service Management.

Technical Knowledge:

• Basic troubleshooting of Windows operating systems, Microsoft 365 tools, and network connectivity.

• Awareness of multi-factor authentication (MFA), VPN, and remote access protocols.

• Familiarity with Active Directory (AD) for user authentication and account issues.

• Understanding of ITIL-based incident and service request management.

Certifications (Preferred):

• CompTIA A+ or Network+ (preferred).

• ITIL v4 Foundation (preferred).

• CompTIA Security+ CE (desired for long-term progression to Tier 2 roles).

Skills:

• Excellent interpersonal and communication skills, with the ability to assist users of varying technical backgrounds.

• Strong attention to detail in documenting incidents and following procedures.

• Ability to remain calm under pressure and prioritize tasks in a fast-paced, mission-driven environment.

• Willingness to learn and advance technical skills through continuous training.

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.