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# Help Desk Support Technician

- **Company:** DecisionPoint Corporation
- **Location:** Durham, NC, United States
- **Salary:** $39,520.0 - $43,680.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, VoIP, Microsoft Outlook, Client/Server Application Language (C/AL), Cisco Routers, Microsoft Exchange Server, Instant Messaging Technology, Multi-protocol Systems, System Center Configuration Manager, Network Service, TCP/IP, Transmission Control Protocol (TCP)
- **Published:** August 7, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9081736/help-desk-support-technician

## About the Role

* Ability to obtain a Public Trust clearance.
 * Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
 * Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.
 * Minimum of one year of IT call center support experience required.

## Description

Essential Functions, Responsibilities & Duties may include, but are not limited to:

 * The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
 * Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
 * Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
 * Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
 * Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
 * Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
 * Accept and process virtual call inquires for hardware and software,
 * Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
 * Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
 * Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
 * Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
 * Gather information and follow required diagnostic procedures.
 * Adhere to the Standard Operating Procedures (SOP).


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