Help Desk Specialist – Tier 1

🕒 November 19, 2025

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 75%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• 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

🎯 Requirements

• Must hold an active Secret clearance, supported by a Tier 3 background investigation • High School Diploma or equivalent • 0–2 years of IT help desk, customer support, or service desk experience • Experience handling user service requests, technical inquiries, or customer-focused ticketing operations • Basic understanding of user account management, passwords, and authentication workflows • Familiarity with common end user issues involving email, device login, browser access, and workstation basics • Ability to follow scripts, troubleshooting guides, and SOP-driven processes • Strong customer service and communication skills • Ability to remain patient and professional under pressure • Strong attention to detail and accuracy in ticket documentation • Ability to follow structured troubleshooting workflows • Willingness to learn new tools, technologies, and processes • Ability to work within a fast-paced, SLA-driven support environment