Help Desk Support Service Specialist - Intermediate

Overview

DecisionPoint seeks a Help Desk Support Service Specialist - Intermediate to provide onsite customer support at SDDC installation, brigade, battalion, or detachment-level locations under the GITSS program. This position supports local and remote users with technical assistance, troubleshooting, ticket management, workstation support, voice/data communications support, multimedia support, and mission-critical IT support. 

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

This position is onsite at the assigned SDDC location. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

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. 

Qualifications

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. 

Our Equal Employment Opportunity Policy

• 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.