[Hiring] Help Desk Specialist, Mid (Tier 1) @DecisionPoint | Cortek

Role Description

DecisionPoint seeks Help Desk Specialists (Tier 1) to provide first-line technical and customer support for a secure Department of Defense (DoD) enterprise environment. These specialists will:

• Respond to user inquiries
• Troubleshoot system access issues
• Resolve common technical problems while maintaining compliance with established service-level agreements (SLAs)

The Help Desk Specialists will operate under a 24/7 shift rotation, ensuring continuous coverage of system and user support needs. They will:

• Document incidents
• Escalate complex issues
• Contribute to service improvement initiatives
• Deliver high-quality, courteous, and secure end-user assistance

This position is fully remote.

Shifts Available:

• 2x Day Shift: 0700–1500 EST
• 1x Mid Shift: 1500–2300 EST
• 1x Night Shift: 2300–0700 EST

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Qualifications

• Must hold an active Secret clearance
• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Minimum 5 years of experience providing IT customer support or service desk operations, including 2+ years in a federal or defense environment
• Experience with ITSM tools, incident tracking, and SLA management
• Familiarity with RMF, DISA STIG, and DoD cybersecurity compliance standards
• Proficiency in Windows and Linux operating systems, user account administration, and remote desktop tools
• Familiarity with network fundamentals, VPN troubleshooting, and secure access solutions
• Knowledge of Active Directory (AD), multi-factor authentication (MFA), and PKI certificate management
• Experience troubleshooting email, collaboration tools, and endpoint security applications
• Familiarity with ticket triage workflows and ITIL-aligned service management processes
• Understanding of Zero Trust principles and secure user access management

Requirements

• Strong problem-solving and communication skills in a customer-facing environment
• Excellent written and verbal communication for documenting and resolving user issues
• Ability to work independently during assigned shift hours and coordinate effectively with remote teams
• Detail-oriented, dependable, and committed to mission success and customer satisfaction
• Demonstrated professionalism, patience, and adaptability under pressure

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.