[Hiring] Service Desk Technician @DecisionPoint | Cortek

Role Description

DecisionPoint is seeking an experienced Service Desk Technician (Weekend Shift) to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position can be performed remotely, provided the candidate is located within the Arlington, VA area. It is a weekend shift role.

• Provide remote computer support.
• Own, track and resolve Information Technology (IT) incidents and requests.
• Fulfill requests and resolve incidents daily to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
• Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
• Respond to alerts and escalations, working with both end user and IT support groups to develop strategic solutions to recurring problems.
• Provide Tier I basic troubleshooting support.
• Utilize the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide knowledgeable support for IT incidents.
• Place/Track trouble tickets to other CISA support groups.
• Create, modify, or deactivate user accounts.
• Develop and maintain operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Respond to all assigned calls and messages in order of priority and severity.
• Serve as the contact for users via phone or email for all IT-related inquiries and incidents.
• Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
• Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.

Qualifications

• Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
• High School Diploma with a minimum of 1 year of relevant experience.
• Possess excellent verbal and written communication skills.
• A proven track record of providing exceptional customer service.

Company Description