Help Desk Specialist, Mid (Tier 1)

DecisionPoint | Cortek

75d

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.

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.

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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees