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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Technician - **Company:** DecisionPoint Corporation - **Location:** Baltimore, MD, 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:** September 5, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/16099247?backUrl=%2Fcareer%2F16099247%2FHelp-Desk-Support-Technician-Maryland-Baltimore ## 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). ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)