Help Desk Specialist, Jr. (Tier 1)

DecisionPoint is seeking five Help Desk Specialists (Junior level) to provide first-contact support and incident resolution for a secure DoD system environment. These roles are part of a 24x7 multi-tier help desk team, responsible for user assistance, documentation, and escalation. Positions are distributed across shifts (0700-1500, 1500-2300, 2300-0700). The position is fully remote.

Requirements

• Active Secret clearance
• High school diploma or equivalent
• 0–2 years of experience in a technical support, help desk, or customer service environment
• Basic understanding of IT systems, networks, and security concepts
• Familiarity with ticketing systems (ServiceNow, Remedy, or Jira Service Management)
• Basic troubleshooting of Windows operating systems and Microsoft 365 tools
• Awareness of MFA, VPN, and remote access protocols
• Understanding of ITIL-based incident and service request management
• Certifications (A+ or Network+) are preferred.
• Strong interpersonal and communication skills.