> Markdown version of [/jobs/ext/1498558-help-desk-specialist-tier-1](https://www.wearedevelopers.com/jobs/ext/1498558-help-desk-specialist-tier-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - Tier 1 - **Company:** DecisionPoint Corporation - **Location:** Reston, VA, United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** JIRA, CompTIA Security+, Multi-Factor Authentication, Single Sign-On, Data Logging, 3-tier Architectures, User Administration, Servicenow - **Published:** July 30, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17752700?backUrl=%2Fcareer%2F17752700%2FHelp-Desk-Specialist-Tier-1-Virginia-Reston ## About the Role 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Events like RSAC Get You CISOs. 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