Service Desk Technician (Day Shift)

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 provides operational support services to CISA organization end users and is fully on-site in Arlington, VA.

Responsibilities

• Provide Tier 1 technical support to end-users via phone, email, and chat, including remote computer support.
• Own, track, and resolve Information Technology (IT) incidents and requests to meet established Service Level Objectives (SLOs).
• Create, document, and maintain support tickets in the ticketing system with accurate details, classification, and status.
• Respond to alerts and escalations, collaborating with end users and IT support groups to develop strategic solutions for recurring problems.
• Utilize the Tier 1 Knowledge Base, Standard Operating Procedures (SOPs), ITIL, and Subject Matter Experts (SMEs) for troubleshooting and incident resolution.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with all necessary information.
• Create, modify, or deactivate user accounts as needed.
• Develop and maintain operational and knowledge management documentation in the Service Desk Tier 1 document management system.
• Respond to assigned calls and messages based on priority and severity.
• Serve as the first point of contact for users via phone or email for all IT-related inquiries and incidents.
• Provide a high level of customer service, maintaining professionalism and courtesy to ensure user satisfaction.
• Maintain a professional appearance and demeanor during duty hours and when interacting with the user community.

Requirements

• 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.
• Proven track record of providing exceptional customer service.
• Basic troubleshooting knowledge of IT systems, applications, operating systems (Windows), Microsoft Office, O365, web browsers, email, and other software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation with proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Excellent written, verbal, and interpersonal communication skills.
• Highly self-motivated, detail-oriented, and team-oriented with a collaborative mindset.

Preferred Qualifications

• ITIL Certification
• Help Desk Institute Certifications
• CompTIA A+ or Microsoft Certified Professional