Service Desk Technician (Night Shift)

Duties & Responsibilities

• Provide 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.
• Providing Tier I basic troubleshooting support.
• Providing 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.
• Placing/Tracking trouble tickets to other CISA support groups.
• Creating, modifying, or deactivating user accounts.
• Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Serving as the contact for users via phone or email for all IT-related inquiries and incidents.
• Identifying and escalating more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
• Providing a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.

Qualifications

• Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
• High School Diploma with a minimum of 1 year of relevant experience.
• Possess excellent verbal and written communication skills.
• A proven track record of providing exceptional customer service.

Compensation

Anticipated hourly rate range is $19.00–$24.00 per hour.

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.