Help Desk Support Service Specialist - Intermediate
About The Position
DecisionPoint seeks a Help Desk Support Service Specialist - Intermediate to provide onsite customer support at SDDC installation, brigade, battalion, or detachment-level locations under the GITSS program. This position supports local and remote users with technical assistance, troubleshooting, ticket management, workstation support, voice/data communications support, multimedia support, and mission-critical IT support. The role requires customer-facing IT support experience, strong troubleshooting skills, and the ability to support distributed SDDC users in CONUS or OCONUS environments. This position is onsite at the assigned SDDC location. 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.
- Minimum 5 years of help desk, customer support, desktop support, or field IT support experience.
- Experience supporting distributed DoD or federal users preferred.
- Experience with AESD, Remedy, ServiceNow, or equivalent ticketing systems.
- Experience supporting Microsoft Windows, Microsoft 365, printers/MFPs, peripherals, cabling, basic network connectivity, and user support.
- Knowledge of Tier I/II support, incident routing, endpoint support, hardware/software troubleshooting, and customer service operations.
- Familiarity with DoD secure environments, CAC-enabled systems, NIPR/SIPR support, and STIG-related endpoint requirements preferred.
- Ability to support remote users and coordinate with centralized technical teams.
- Strong customer service and communication skills.
- Ability to work independently at field locations.
- Strong troubleshooting and ticket documentation skills.
- Ability to support mission-critical outages and after-hours requirements when needed.
Nice To Haves
- Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.
- DoD 8140 / 8570 certification.
- CompTIA Security+, A+, Network+, ITIL Foundation, HDI, or equivalent certification preferred.
Responsibilities
- Provide onsite customer support for SDDC local and remote users.
- Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, software, printer, MFP, multimedia, email, voice/data, and connectivity issues.
- Create, track, monitor, route, and close incidents and service requests in the Government-provided ticketing system.
- Support Government-owned PCs, laptops, hardware, software, and peripheral devices.
- Support WAN connectivity, internet connectivity, email, voice/data communications, cabling, and multimedia requirements.
- Provide workstation upgrades, new workstation setup, installations, replacements, and loaner laptop program support.
- Conduct or support STIG activities for new equipment prior to network connection.
- Support hardware/software inventory, Tenant Inclusion Plan updates, and property accountability activities.
- Provide after-hours on-call support for mission-critical incidents and outages when required.
- Coordinate with systems administrators, network administrators, cybersecurity personnel, Government leads, and remote support teams.
- Maintain knowledge base entries, SOPs, and issue-resolution documentation.
Benefits
- Equal Employment Opportunity and Affirmative Action employer
- Pay Transparency Policy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
