Help Desk Specialist, Mid Tier 1

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 21 days.
• 178 open roles for a team of 142.
• No salary listed.

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• Receive, categorize, prioritize, and document incidents and requests in the service-management system • Diagnose DCIPS Future application, account, authentication, software, hardware, and connectivity issues • Perform authorized account and credential actions, including provisioning, changes, password and access support, and deactivation • Prepare escalations with affected users, mission impact, diagnostic evidence, troubleshooting results, and required assistance • Track progress after escalation, communicate status and next steps, and verify and document resolutions • Identify emerging outages and suspected security incidents and coordinate notifications • Coach junior specialists in first-line troubleshooting, ticket quality, customer communication, and approved procedures • Review recurring issues and recommend improvements to support procedures, knowledge articles, and user training • Coordinate DCIPS-related hardware exchange, repair requests, and enterprise-service dependencies • Record service metrics, flag tickets at risk of missing service targets, and provide complete handovers • Protect sensitive support data and participate in training and workflow checks • Coordinate with Tier 2, Tier 3, infrastructure, and cybersecurity specialists

🎯 Requirements

• Active Secret clearance or higher • Bachelor's degree in Information Technology, Computer Science, or a related field • At least five years of IT customer-support or service-desk experience, including at least two years in a federal or defense environment • Experience with IT service-management tools, incident tracking, service-level management, and ITIL-aligned ticket-triage workflows • Proficiency in Windows and Linux troubleshooting, user account administration, and remote desktop tools • Knowledge of network fundamentals, VPNs, Active Directory, multi-factor authentication, and public key infrastructure certificate management • Experience troubleshooting email, collaboration tools, and endpoint-security applications, with an understanding of Zero Trust and secure access management • Familiarity with the Risk Management Framework, DISA Security Technical Implementation Guides, and DoD cybersecurity requirements • Strong problem-solving, documentation, and customer-service skills, with the ability to work independently and coordinate with remote technical teams • CompTIA Security+ CE, CompTIA A+ or Network+, or ITIL 4 Foundation or HDI Support Center Analyst certifications preferred

🏖️ Benefits

• Fully remote work arrangement • Participation in DCIPS-specific training • Equal Employment Opportunity and Affirmative Action protections

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