Desk Top Support Service Specialist - Associate

DecisionPoint | Cortek • Concord, CA

1d • Onsite

About The Position

DecisionPoint seeks an Associate Desk Top Support Service Specialist to provide onsite IT support for SDDC users under the GITSS program. This position provides associate-level desktop, endpoint, peripheral, and customer support at an assigned SDDC location. The role supports workstation setup, hardware/software troubleshooting, ticket updates, user assistance, equipment support, and coordination with senior technicians and technical work centers. This position is onsite at MOTCO - Concord, CA. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Requirements

• Must hold an active Secret clearance.
• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access.
• High school diploma required.
• Minimum 2 years of desktop support, help desk, customer support, field technician, or related IT experience.
• Experience supporting Windows workstations, laptops, printers, peripherals, Microsoft Office/365, and basic user troubleshooting.
• Basic knowledge of desktop hardware, operating systems, printers, peripherals, ticketing systems, and customer support processes.
• Ability to follow SOPs, troubleshooting guides, and escalation procedures.
• Strong customer service and communication skills.
• Ability to follow technical procedures and document support actions.
• Strong attention to detail and willingness to escalate issues appropriately.
• Ability to work onsite in a mission-focused DoD environment.

Nice To Haves

• Associate degree or technical training in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.
• Experience in DoD, Army, or federal IT environments preferred but not required.
• Familiarity with CAC-enabled systems, secure facility support, NIPR/SIPR environments, and DoD IT practices preferred.
• CompTIA A+, Network+, Security+, ITIL Foundation, HDI, or equivalent certification preferred.
• DoD 8140 / 8570 certification as required by final labor category mapping.

Responsibilities

• Provide desktop and customer support for SDDC users at the assigned location.
• Assist with workstation setup, imaging, installation, replacement, and peripheral support.
• Troubleshoot basic hardware, software, printer, MFD, email, and user access issues.
• Create, update, route, and close assigned incidents and service requests.
• Support Government-owned PCs, laptops, peripherals, and related endpoint devices.
• Assist with hardware/software upgrades, patching support, and equipment refresh activities.
• Assist with inventory updates, loaner laptop tracking, and property/accountability documentation.
• Escalate complex technical issues to intermediate or senior technicians, systems administrators, network administrators, or cybersecurity personnel.
• Maintain knowledge base updates and issue-resolution notes.
• Provide courteous and mission-focused customer service.
• Support after-hours or mission-critical requirements when directed.

Benefits

• Equal Employment Opportunity and Affirmative Action employer
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED