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DecisionPoint Corporation · 2 months ago

Service Desk Technician (Day Shift)

Arlington, VA

Full-time

Onsite

Entry Level

1+ years exp

DecisionPoint Corporation is seeking an experienced Service Desk Technician to support the Department of Homeland Security's Cybersecurity and Infrastructure Security Agency. The role involves providing operational support services, resolving IT incidents, and ensuring user satisfaction through effective communication and troubleshooting.

ConsultingInformation ServicesInformation Technology

Comp. & Benefits

No H1B

U.S. Citizen Only

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

Responding to all assigned calls and messages in order of priority and severity

Serve as the contact for users via phone or email for all IT-related inquiries and incidents

Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information

Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department

Qualification

ITILTier 1 SupportTroubleshootingCustomer ServiceVerbal CommunicationWritten Communication

Required

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

Company

DecisionPoint Corporation

DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities.

Founded in 2011

Gaithersburg, Maryland, USA

51-200 employees