Desk Support Service Specialist - Associate

Position: Desk Top Support Service Specialist - Associate
Overview

DecisionPoint seeks a Associate Desk Top Support Service Specialist to provide onsite IT support for SDDC users under the GITSS program. This position provides associate-level desktop, endpoint, peripheral, and customer support at an assigned SDDC location.

The role supports workstation setup, hardware/software troubleshooting, ticket updates, user assistance, equipment support, and coordination with senior technicians and technical work centers.

This position is onsite at MOTCO - Concord, CA.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Associate Desk Top Support Service Specialist will:

• Provide desktop and customer support for SDDC users at the assigned location.

• Assist with workstation setup, imaging, installation, replacement, and peripheral support.

• Troubleshoot basic hardware, software, printer, MFD, email, and user access issues.

• Create, update, route, and close assigned incidents and service requests.

• Support Government-owned PCs, laptops, peripherals, and related endpoint devices.

• Assist with hardware/software upgrades, patching support, and equipment refresh activities.

• Assist with inventory updates, loaner laptop tracking, and property/accountability documentation.

• Escalate complex technical issues to intermediate or senior technicians, systems administrators, network administrators, or cybersecurity personnel.

• Maintain knowledge base updates and issue-resolution notes.

• Provide courteous and mission-focused customer service.

• Support after-hours or mission-critical requirements when directed.

Qualifications

Clearance Requirement:

• Must hold an active Secret clearance.

• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access.

Education:

• High school diploma required.

• Associate degree or technical training in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.

Experience:

• Minimum 2 years of desktop support, help desk, customer support, field technician, or related IT experience.

• Experience supporting Windows workstations, laptops, printers, peripherals, Microsoft Office/365, and basic user troubleshooting.

• Experience in DoD, Army, or federal IT environments preferred but not required.

Technical Knowledge:

• Basic knowledge of desktop hardware, operating systems, printers, peripherals, ticketing systems, and customer support processes.

• Familiarity with CAC-enabled systems, secure facility support, NIPR/SIPR environments, and DoD IT practices preferred.

• Ability to follow SOPs, troubleshooting guides, and escalation procedures.

Certifications (Preferred):

• CompTIA A+, Network+, Security+, ITIL Foundation, HDI, or equivalent certification preferred.

• DoD 8140 / 8570 certification as required by final labor category mapping.

Skills:

• Strong customer service and communication skills.

• Ability to follow technical procedures and document support actions.

• Strong attention to detail and willingness to escalate issues appropriately.

• Ability to work onsite in a mission-focused DoD environment.

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…