[Hiring] Help Desk Specialist @DecisionPoint | Cortek

Role Description

DecisionPoint is hiring an experienced Tier 1 Help Desk Specialist to support authorized users of the Defense Casualty Information Processing System (DCIPS) Future. You will independently diagnose application and access issues, prepare clear escalation records, and help improve support procedures. You will work within Tier 1 responsibilities and coordinate with Tier 2, Tier 3, infrastructure, and cybersecurity specialists.

Under Total Contact Ownership, you will:

• Keep users informed
• Track assigned requests after escalation
• Confirm resolution before closure

Accuracy, discretion, and respectful service are essential to this Department of Defense mission. This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage.

Qualifications

• 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.

Requirements

• Prepare escalations with affected users, mission impact, diagnostic evidence, troubleshooting results, and the assistance required from Tier 2, Tier 3, or another technical team.
• Track progress after escalation, communicate status and next steps, and verify and document the resolution with the user.
• Identify emerging outages and suspected security incidents. Coordinate notifications with the Shift Lead and designated technical owners.
• Coach junior specialists in first-line troubleshooting, ticket quality, customer communication, and the use of approved procedures.
• Review recurring issues and recommend improvements to support procedures, knowledge articles, and user training.
• Validate proposed self-service content using approved test environments and sample or sanitized data before submitting it for publication review.
• Coordinate DCIPS-related hardware exchange, repair requests, and enterprise-service dependencies with responsible support organizations.
• Record service metrics, flag tickets at risk of missing service targets, and provide complete handovers of open incidents and actions.
• Protect sensitive support data. Take part in DCIPS-specific training and checks of support workflows, knowledge resources, and escalation routes.

Company Description

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.

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.

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.