Service Desk Specialist – Level II (Tier 1)

Overview DecisionPoint seeks multiple Help Desk Specialists – Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2. This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of users. This position is fully remote. Duties & Responsibilities The Help Desk Specialist – Level II (Tier 1) will: Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions. Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately. Execute knowledge base procedures, SOPs, and troubleshooting workflows to ensure consistent, high-quality support. Escalate incidents to Tier 2 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff. Review tickets for accuracy, completeness, and adherence to service desk standards. Assist with password resets, SSO/MFA troubleshooting, account unlocks, and user provisioning issues. Support issue identification and trend analysis by tagging incidents and reporting recurring problems. Communicate effectively with users to provide updates, instructions, and guidance. Support the maintenance and enhancement of knowledge base articles and SOPs. Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance. Assist with onboarding new service desk staff by demonstrating Tier 1 procedures and best practices. Maintain operational awareness of ticket queues, priority incidents, and high-impact events. Qualifications