Help Desk Specialist, Mid (Tier 1)
About The Position
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.
Requirements
- Must hold an active Secret clearance.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 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.
- 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.
- 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.
Nice To Haves
- CompTIA Security+ CE (DoD 8570 IAT II baseline).
- CompTIA A+ or Network+ certification.
- ITIL v4 Foundation or HDI Support Center Analyst (preferred).
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
