Help Desk Specialist – Tier 1

DecisionPoint | Cortek • ,

1d • Remote

About The Position

DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment. These entry-level positions serve as the first point of contact for end users, providing assistance with password resets, account provisioning, multi-factor authentication, single sign-on support, and basic troubleshooting of user issues. Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, clear communication with users, and accurate escalation to Tier 2 and Tier 3 teams when necessary. These roles help ensure a smooth, responsive, and customer-focused support experience for all end users. This position is fully remote.

Requirements

• Must hold an active Secret clearance, supported by a Tier 3 background investigation.
• High School Diploma or equivalent.
• 0–2 years of IT help desk, customer support, or service desk experience.
• Experience handling user service requests, technical inquiries, or customer-focused ticketing operations.
• Basic understanding of user account management, passwords, and authentication workflows.
• Familiarity with common end user issues involving email, device login, browser access, and workstation basics.
• Ability to follow scripts, troubleshooting guides, and SOP-driven processes.
• Strong customer service and communication skills.
• Ability to remain patient and professional under pressure.
• Strong attention to detail and accuracy in ticket documentation.
• Ability to follow structured troubleshooting workflows.
• Willingness to learn new tools, technologies, and processes.
• Ability to work within a fast-paced, SLA-driven support environment.

Nice To Haves

• Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) is preferred but not required.
• Experience supporting SSO or MFA technologies.
• Familiarity with secure IT support procedures in federal or DoD-aligned environments.
• ITIL v4 Foundation
• CompTIA A+
• CompTIA Security+ (helpful but not required)

Responsibilities

• Serve as the first point of contact for end users via phone, chat, and service portal.
• Provide support for password resets, SSO troubleshooting, MFA challenges, and account access issues.
• Assist with account provisioning, basic role assignment questions, and user onboarding IT tasks.
• Triage incoming tickets, gather required information, and document incidents clearly in the ITSM system.
• Perform basic troubleshooting for workstations, applications, and connectivity issues.
• Follow established SOPs, scripts, and troubleshooting guidance for consistent service delivery.
• Escalate issues to Tier 2 or specialized teams when resolution requires advanced support.
• Track and manage assigned tickets to ensure timely response and SLA adherence.
• Communicate clearly and professionally with end users, providing updates and instructions as needed.
• Participate in user experience improvement initiatives, identifying recurring issues and reporting trends.
• Support shift handoffs, daily status updates, and knowledge sharing with the team.
• Maintain awareness of secure IT support practices appropriate for federal environments.

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