Service Desk Specialist – Level II

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

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

• 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 • Escalate incidents to Tier 2 teams with 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 with users to provide updates, instructions, and guidance • Support 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

🎯 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