Service Desk Specialist – Level II (Tier 1)

Overview

DecisionPoint seeks multiple Help Desk Specialists – Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2.

This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of users.

This position is fully remote.

Duties & Responsibilities

The Help Desk Specialist – Level II (Tier 1) will:

• Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions.

• Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately.

• Execute knowledge base procedures, SOPs, and troubleshooting workflows to ensure consistent, high-quality support.

• Escalate incidents to Tier 2 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff.

• Review tickets for accuracy, completeness, and adherence to service desk standards.

• Assist with password resets, SSO/MFA troubleshooting, account unlocks, and user provisioning issues.

• Support issue identification and trend analysis by tagging incidents and reporting recurring problems.

• Communicate effectively with users to provide updates, instructions, and guidance.

• Support the maintenance and enhancement of knowledge base articles and SOPs.

• Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance.

• Assist with onboarding new service desk staff by demonstrating Tier 1 procedures and best practices.

• Maintain operational awareness of ticket queues, priority incidents, and high-impact events.

Qualifications

Clearance Requirement

Must hold an active Secret clearance, supported by a Tier 3 background investigation.

Education (Required)

High School Diploma or equivalent.

Experience (Required)

• 2–4 years of IT help desk or customer support experience.

• Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.

• Experience documenting incidents accurately and thoroughly in an ITSM tool.

• Experience modifying and following knowledge base articles or SOPs.

Technical Knowledge (Required)

• Knowledge of user account management, SSO, MFA, and authentication workflows.

• Familiarity with troubleshooting common workstation, browser, and application issues.

• Strong understanding of ITSM practices and ticket lifecycle processes.

Technical Knowledge (Preferred)

• Experience supporting secure federal or DoD systems.

• Exposure to identity management tools or enterprise authentication systems.

• Familiarity with remote support tools.

CertificationsPreferred:

• ITIL v4 Foundation

• CompTIA A+

• CompTIA Security+

Skills

• Strong customer service skills with the ability to handle complex Tier 1 issues professionally.

• Excellent verbal and written communication abilities.

• Strong attention to detail, especially in documenting incidents and updating tickets.

• Ability to follow structured troubleshooting steps and SOP-driven workflows.

• Capability to multitask in a fast-paced, SLA-driven service environment.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: 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.

• Pay Transparency Policy: 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

• Authorization to Share Resume and Personal Information: 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. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.