Help Desk Specialist - Tier 1

DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment. These entry-level positions serve as the first point of contact for end users, providing assistance with password resets, account provisioning, multi-factor authentication, single sign-on support, and basic troubleshooting of user issues.

Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, clear communication with users, and accurate escalation to Tier 2 and Tier 3 teams when necessary. These roles help ensure a smooth, responsive, and customer-focused support experience for all end users.

This position is fully remote., The Help Desk Specialist - Tier 1 will: Serve as the first point of contact for end users via phone, chat, and service portal.

• Provide support for password resets, SSO troubleshooting, MFA challenges, and account access issues.

• Assist with account provisioning, basic role assignment questions, and user onboarding IT tasks.

• Triage incoming tickets, gather required information, and document incidents clearly in the ITSM system.

• Perform basic troubleshooting for workstations, applications, and connectivity issues.

• Follow established SOPs, scripts, and troubleshooting guidance for consistent service delivery.

• Escalate issues to Tier 2 or specialized teams when resolution requires advanced support.

• Track and manage assigned tickets to ensure timely response and SLA adherence.

• Communicate clearly and professionally with end users, providing updates and instructions as needed.

• Participate in user experience improvement initiatives, identifying recurring issues and reporting trends.

• Support shift handoffs, daily status updates, and knowledge sharing with the team.

• Maintain awareness of secure IT support practices appropriate for federal environments.

High School Diploma or equivalent.

Experience (Required)

• 0-2 years of IT help desk, customer support, or service desk experience.

• Experience handling user service requests, technical inquiries, or customer-focused ticketing operations.

• Experience using ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management) is preferred but not required.

Technical Knowledge (Required)

• Basic understanding of user account management, passwords, and authentication workflows.

• Familiarity with common end user issues involving email, device login, browser access, and workstation basics.

• Ability to follow scripts, troubleshooting guides, and SOP-driven processes.

Technical Knowledge (Preferred)

• Experience supporting SSO or MFA technologies.

• Familiarity with secure IT support procedures in federal or DoD-aligned environments.

Certifications

Preferred:

• ITIL v4 Foundation

• CompTIA A+

• CompTIA Security+ (helpful but not required)

Skills

• Strong customer service and communication skills.

• Ability to remain patient and professional under pressure.

• Strong attention to detail and accuracy in ticket documentation.

• Ability to follow structured troubleshooting workflows.

• Willingness to learn new tools, technologies, and processes.

• Ability to work within a fast-paced, SLA-driven support environment.