Service Desk Specialist – Level II (Tier 1)

DecisionPoint | Cortek • ,

1d • Remote

About The Position

DecisionPoint seeks multiple Help Desk Specialists – Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2. This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of 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.
• 2–4 years of IT help desk or customer support experience.
• Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.
• Experience documenting incidents accurately and thoroughly in an ITSM tool.
• Experience modifying and following knowledge base articles or SOPs.
• Knowledge of user account management, SSO, MFA, and authentication workflows.
• Familiarity with troubleshooting common workstation, browser, and application issues.
• Strong understanding of ITSM practices and ticket lifecycle processes.
• Strong customer service skills with the ability to handle complex Tier 1 issues professionally.
• Excellent verbal and written communication abilities.
• Strong attention to detail, especially in documenting incidents and updating tickets.
• Ability to follow structured troubleshooting steps and SOP-driven workflows.
• Capability to multitask in a fast-paced, SLA-driven service environment.

Nice To Haves

• Experience supporting secure federal or DoD systems.
• Exposure to identity management tools or enterprise authentication systems.
• Familiarity with remote support tools.
• ITIL v4 Foundation
• CompTIA A+
• CompTIA Security+

Responsibilities

• Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions.
• Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately.
• Execute knowledge base procedures, SOPs, and troubleshooting workflows to ensure consistent, high-quality support.
• Escalate incidents to Tier 2 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff.
• Review tickets for accuracy, completeness, and adherence to service desk standards.
• Assist with password resets, SSO/MFA troubleshooting, account unlocks, and user provisioning issues.
• Support issue identification and trend analysis by tagging incidents and reporting recurring problems.
• Communicate effectively with users to provide updates, instructions, and guidance.
• Support the maintenance and enhancement of knowledge base articles and SOPs.
• Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance.
• Assist with onboarding new service desk staff by demonstrating Tier 1 procedures and best practices.
• Maintain operational awareness of ticket queues, priority incidents, and high-impact events.

Benefits

• Equal Employment Opportunity and Affirmative Action employer
• In accordance with Presidential Executive Order 13665, DecisionPoint Corporation 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