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# Help Desk Support Service Specialist - Intermediate

- **Company:** DecisionPoint Corporation
- **Location:** Southport, NC, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Access Network, CompTIA Security+, Cyber Security, Data Transmissions, Issue Tracking Systems, Internetworking, Networking Basics, Network Connections, Network Administration, NIPRNet, Software Troubleshooting, Peripherals, SC Clearance, Information Technology, Laptops, Servicenow
- **Published:** October 16, 2026
- **Apply:** https://www.dice.com/job-detail/7a0793c1-996a-489a-9a7c-9d426846b520

## About the Role

The role requires customer-facing IT support experience, strong troubleshooting skills, and the ability to support distributed SDDC users in CONUS or OCONUS environments., 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, Cybersecurity, or related discipline preferred.

Experience:

 * Minimum 5 years of help desk, customer support, desktop support, or field IT support experience.

 * Experience supporting distributed DoD or federal users preferred.

 * Experience with AESD, Remedy, ServiceNow, or equivalent ticketing systems.

 * Experience supporting Microsoft Windows, Microsoft 365, printers/MFPs, peripherals, cabling, basic network connectivity, and user support.

Technical Knowledge:

 * Knowledge of Tier I/Tier II support, incident routing, endpoint support, hardware/software troubleshooting, and customer service operations.

 * Familiarity with DoD secure environments, CAC-enabled systems, NIPR/SIPR support, and STIG-related endpoint requirements preferred.

 * Ability to support remote users and coordinate with centralized technical teams.

Certifications (Preferred):

 * DoD 8140 / 8570 certification.

 * CompTIA Security+, A+, Network+, ITIL Foundation, HDI, or equivalent certification preferred.

Skills:

 * Strong customer service and communication skills.

 * Ability to work independently at field locations.

 * Strong troubleshooting and ticket documentation skills.

 * Ability to support mission-critical outages and after-hours requirements when needed.

## Description

The Intermediate Help Desk Support Service Specialist will:

 * Provide onsite customer support for SDDC local and remote users.

 * Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, software, printer, MFP, multimedia, email, voice/data, and connectivity issues.

 * Create, track, monitor, route, and close incidents and service requests in the Government-provided ticketing system.

 * Support Government-owned PCs, laptops, hardware, software, and peripheral devices.

 * Support WAN connectivity, internet connectivity, email, voice/data communications, cabling, and multimedia requirements.

 * Provide workstation upgrades, new workstation setup, installations, replacements, and loaner laptop program support.

 * Conduct or support STIG activities for new equipment prior to network connection.

 * Support hardware/software inventory, Tenant Inclusion Plan updates, and property accountability activities.

 * Provide after-hours on-call support for mission-critical incidents and outages when required.

 * Coordinate with systems administrators, network administrators, cybersecurity personnel, Government leads, and remote support teams.

 * Maintain knowledge base entries, SOPs, and issue-resolution documentation.