Job description

DecisionPoint is seeking an experienced Service Desk Technician (Day Shift) to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position is fully on-site in Arlington, VA. • Provide Tier 1 technical support to end-users via phone, email, and chat to include remote computer support. • Owning, tracking, and resolving Information Technology (IT) incidents and requests. • Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s). • Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status. • Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems. • Provide knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions. • Logging/Tracking trouble tickets to escalate to other IT support groups. • Creating, modifying, or deactivating user accounts. • Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system. • Responding to all assigned calls and messages in order of priority and severity. • Serve as the First contact for users via phone or email for all IT-related inquiries and incidents. • Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information. • Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department. • Maintain a professional appearance and demeanor during duty hours and when working with the user community. • Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1). • High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role. • A proven track record of providing exceptional customer service. • Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems ( Windows), Microsoft Office, O365 web browsers, electronic email and other software. • Ability to work independently and collaboratively in a fast-paced environment. • Strong customer service orientation. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment. • Possess excellent written, verbal, and interpersonal communication skills. • Highly self-motivated and directed. • Keen attention to detail. • Team-oriented and skilled in working within a collaborative environment. Preferred: • ITIL Certification • Help Desk Institute Certifications • CompTIA A+ or Microsoft Certified Professional Compensation: Anticipated hourly rate range is $19.00–$24.00 per hour . • EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws. • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. • Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Requirements

Must-haves

This position is fully on-site in Arlington, VA.
Provide Tier 1 technical support to end-users via phone, email, and chat to include remote computer support.
Owning, tracking, and resolving Information Technology (IT) incidents and requests.
Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
Logging/Tracking trouble tickets to escalate to other IT support groups.
Creating, modifying, or deactivating user accounts.
Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system.
Responding to all assigned calls and messages in order of priority and severity.
Serve as the First contact for users via phone or email for all IT-related inquiries and incidents.
Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
Maintain a professional appearance and demeanor during duty hours and when working with the user community.
Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
High School Diploma with a minimum of 1-2 years of relevant experience in a help desk or technical support role.
A proven track record of providing exceptional customer service.
Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems ( Windows), Microsoft Office, O365 web browsers, electronic email and other software.
Ability to work independently and collaboratively in a fast-paced environment.
Strong customer service orientation.

Nice-to-haves

ITIL Certification
Help Desk Institute Certifications
CompTIA A+ or Microsoft Certified Professional
Compensation: Anticipated hourly rate range is $19.00–$24.00 per hour .

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: icims
Effort: medium