[Hiring] Help Desk Specialist @DecisionPoint | Cortek

Role Description

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
• Basic troubleshooting of user issues

Tier 1 Help Desk Specialists are responsible for:

• Ticket triage
• Incident logging
• Clear communication with users
• Accurate escalation to Tier 2 and Tier 3 teams when necessary

This position is fully remote.

Qualifications

• 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.
• Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) is preferred but not 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.
• Experience supporting SSO or MFA technologies (preferred).
• Familiarity with secure IT support procedures in federal or DoD-aligned environments (preferred).
• Preferred certifications: ITIL v4 Foundation, CompTIA A+, CompTIA Security+ (helpful but not required).
• 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.

Requirements

• 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.

Company Description