Help Desk Specialist – Tier 1

DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment.

Requirements

• 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

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance