Help Desk - Intermediate Support Web specialist

DecisionPoint seeks a Help Desk - Intermediate Support Web specialist to provide customer support for SDDC web, SharePoint, and collaboration users under the GITSS program. This position bridges service desk operations and web support, assisting users with access, content, collaboration tools, web portal issues, and trouble ticket resolution., The Help Desk - Intermediate Support Web Specialist will:

• Provide customer support for SDDC web portals, SharePoint sites, collaboration tools, and related web-based applications.

• Receive, log, track, update, route, and close web support tickets in the Government-provided ticketing system.

• Assist users with site access, permissions, navigation, content issues, forms, workflows, and collaboration features.

• Provide initial troubleshooting for web portal, SharePoint, and browser-related issues.

• Coordinate escalations with senior web developers, system administrators, database administrators, cybersecurity staff, and Government leads.

• Maintain knowledge base entries, SOPs, and troubleshooting guides for recurring web support issues.

• Support user training, communications, and adoption of SDDC web/collaboration tools.

• Assist with testing, deployment, and validation of web changes or fixes.

• Support documentation needed for cybersecurity, access control, and operational continuity.

• Provide courteous, mission-focused support to SDDC users.

The role requires strong customer service, technical troubleshooting, and experience supporting web or SharePoint users in a secure DoD environment., Clearance Requirement:

• Must hold an active Secret clearance.

• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access.

Education:

• Associate degree in Information Technology, Computer Science, Business Systems, Web Technology, or related discipline preferred.

Experience:

• Minimum 5 years of help desk, web support, SharePoint support, or customer support experience.

• Experience supporting web portals, SharePoint, Microsoft 365, collaboration tools, permissions, and user access issues.

• Experience supporting DoD or federal users preferred.

• Experience with AESD, Remedy, ServiceNow, or equivalent ticketing tools preferred.

Technical Knowledge:

• Knowledge of web support processes, incident management, permissions, content management, and user troubleshooting.

• Familiarity with SharePoint site support, Microsoft 365 tools, browser troubleshooting, and basic web technologies.

• Understanding of secure DoD IT support practices, CAC access, and user access controls.

Certifications (Preferred):

• DoD 8140 / 8570 certification as required by final labor category mapping.

• CompTIA Security+, A+, ITIL Foundation, Microsoft 365, SharePoint, or HDI certification preferred.

Skills:

• Strong customer service and communication skills.

• Ability to translate user issues into actionable technical tickets.

• Strong documentation and follow-through.

• Ability to coordinate across service desk, web development, systems, database, and cybersecurity teams.