Help Desk Specialist, Jr. (Tier 1)

Overview

DecisionPoint seeks five Help Desk Specialists (Tier 1 – Junior level) to provide first-contact support and incident resolution for a secure Department of Defense (DoD) system environment. These positions form part of the 24x7 multi-tier help desk team, responsible for assisting end users, documenting requests, and escalating issues in accordance with ITIL-based processes and Total Contact Ownership (TCO) standards. 

These roles are distributed across shifts to provide full coverage: 

• 2x Day Shift: 0700–1500 EST 

• 2x Mid Shift: 1500–2300 EST 

• 1x Night Shift: 2300–0700 EST 

 This position is fully remote. 

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

Duties & Responsibilities

The Help Desk Specialist, Jr. (Tier 1) will: 

• Serve as the first point of contact for end users requiring technical assistance through phone, chat, or ticketing system. 

• Log all service requests, incidents, and inquiries in the Government-approved IT Service Management (ITSM) system. 

• Provide basic troubleshooting support for user access, password resets, email issues, and software/hardware inquiries. 

• Follow documented Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to ensure consistent issue resolution. 

• Escalate unresolved or complex issues to Tier 2 or Tier 3 personnel while maintaining clear communication with the user. 

• Support account management activities, including user provisioning, deactivation, and credential validation per established security policies. 

• Participate in incident response coordination when user-facing issues impact multiple accounts or systems. 

• Ensure all tickets are accurately categorized, prioritized, and closed with appropriate documentation and resolution details. 

• Conduct post-resolution follow-up to confirm user satisfaction and identify potential process improvements. 

• Support the collection of performance metrics related to ticket response time, resolution rate, and customer satisfaction. 

• Collaborate with training and knowledge management teams to identify recurring user issues that could be addressed through self-help or documentation updates. 

• Adhere to established Service Level Agreements (SLAs) for ticket acknowledgment and resolution timeframes. 

• Maintain operational awareness of ongoing incidents and participate in shift handovers to ensure seamless support continuity. 

• Follow all DoD cybersecurity and data protection policies, including safe handling of Controlled Unclassified Information (CUI). 

 

Qualifications

Clearance Requirement:  

• Must hold an active Secret clearance. 

Education:  

• High school diploma or equivalent. 

Experience: 

• 0–2 years of experience in a technical support, help desk, or customer service environment. 

• Basic understanding of IT systems, networks, and security concepts. 

• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira Service Management. 

Technical Knowledge: 

• Basic troubleshooting of Windows operating systems, Microsoft 365 tools, and network connectivity. 

• Awareness of multi-factor authentication (MFA), VPN, and remote access protocols. 

• Familiarity with Active Directory (AD) for user authentication and account issues. 

• Understanding of ITIL-based incident and service request management. 

Certifications (Preferred): 

• CompTIA A+ or Network+ (preferred). 

• ITIL v4 Foundation (preferred). 

• CompTIA Security+ CE (desired for long-term progression to Tier 2 roles). 

Skills: 

• Excellent interpersonal and communication skills, with the ability to assist users of varying technical backgrounds. 

• Strong attention to detail in documenting incidents and following proc