DecisionPoint Corporation · 3 months ago
Help Desk Support Technician
Gwynn Oak, MD
Full-time
Onsite
Entry Level
$19/hr - $21/hr
1+ years expDecisionPoint Corporation is seeking a Help Desk Support Technician to join their team. The role involves providing support in a Call Center environment, documenting incidents, and resolving hardware and software issues while ensuring customer satisfaction.
ConsultingInformation ServicesInformation Technology
Responsibilities
The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems
Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems
Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP)
Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required
Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability
Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems
Accept and process virtual call inquires for hardware and software
Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2)
Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current
Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets
Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list
Gather information and follow required diagnostic procedures
Adhere to the Standard Operating Procedures (SOP)
Qualification
Required
Must hold at least one of the following certifications HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification
Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers
Minimum of one year of IT call center support experience required
Preferred
Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system)
Benefits
Medical
Dental
Vision
Life Insurance
Short-Term Disability
Long-Term Disability
401(k) Match
Health Savings Account
Flexible Spending Account
Training Reimbursement
Education Assistance
Paid Time Off
Holidays
Company
DecisionPoint Corporation
DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities.
51-200 employees
H1B Sponsorship
DecisionPoint Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageLeadership Team
Simon S. Lee
President
Recent News
Washington Technology
2024-11-23
Company data provided by crunchbase