Help Desk Specialist – Tier 1

Overview

DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment. These entry-level positions serve as the first point of contact for end users, providing assistance with password resets, account provisioning, multi-factor authentication, single sign-on support, and basic troubleshooting of user issues. 

Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, clear communication with users, and accurate escalation to Tier 2 and Tier 3 teams when necessary. These roles help ensure a smooth, responsive, and customer-focused support experience for all end users. 

This position is fully remote. 

Duties & Responsibilities

The Help Desk Specialist – Tier 1 will: 

• 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. 

Qualifications

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

High School Diploma or equivalent. 

Experience (Required) 

• 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. 

• Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) is preferred but not required. 

Technical Knowledge (Required) 

• 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. 

Technical Knowledge (Preferred) 

• Experience supporting SSO or MFA technologies. 

• Familiarity with secure IT support procedures in federal or DoD-aligned environments. 

Certifications 

Preferred: 

• ITIL v4 Foundation 

• CompTIA A+ 

• CompTIA Security+ (helpful but not required) 

Skills 

• 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. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Responsibilities

The Help Desk Specialist – Tier 1 will: 
- 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.