Help Desk Specialist – Tier 1

Overview DecisionPoint seeks multiple Help Desk Specialists (Tier 1) to provide frontline IT customer support in a large federal and DoD-aligned service environment.

These entry-level positions serve as the first point of contact for end users, providing assistance with password resets, account provisioning, multi-factor authentication, single sign-on support, and basic troubleshooting of user issues.

Tier 1 Help Desk Specialists are responsible for ticket triage, incident logging, clear communication with users, and accurate escalation to Tier 2 and Tier 3 teams when necessary. These roles help ensure a smooth, responsive, and customer-focused support experience for all end users. This position is fully remote.

Duties & Responsibilities The Help Desk Specialist – Tier 1 will: Serve as the first point of contact for end users via phone, chat, and service portal. Provide support for password resets, SSO troubleshooting, MFA challenges, and account access issues.

Assist with account provisioning, basic role assignment questions, and user onboarding IT tasks. Triage incoming tickets, gather required information, and document incidents clearly in the ITSM system. Perform basic troubleshooting for workstations, applications, and connectivity issues.

Follow established SOPs, scripts, and troubleshooting guidance for consistent service delivery. Escalate issues to Tier 2 or specialized teams when resolution requires advanced support. Track and manage assigned tickets to ensure timely response and SLA adherence.

Communicate clearly and professionally with end users, providing updates and instructions as needed. Participate in user experience improvement initiatives, identifying recurring issues and reporting trends. Support shift handoffs, daily status updates, and knowledge sharing with the team.

Maintain awareness of secure IT support practices appropriate for federal environments.

Qualifications

Clearance Requirement Must hold an active Secret clearance, supported by a T