Service Desk Technician; Day Shift

Overview

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 is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role.

This position is fully on-site in Arlington, VA.

• Provide Tier 1 technical support to end-users via phone, email, and chat to include 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.
• Provide 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.
• Logging/Tracking trouble tickets to escalate to other IT 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 First contact for users via phone or email for all IT-related inquiries and incidents.
• Identify and elevate 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.
• Maintain a professional appearance and demeanor during duty hours and when working with the user community.

• 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.
• A proven track record of providing exceptional customer service.
• Basic troubleshooting and knowledge of IT systems and Applications, their Operating systems (Windows), Microsoft Office, O365 web browsers, electronic email and other software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure fast paced environment.
• Possess excellent written, verbal, and interpersonal communication skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Preferred:

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

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

• EEO and Affluent Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affluent Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affluent 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…