Service Desk Specialist – Level II (Tier 1)

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

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

High School Diploma or equivalent. 

Experience (Required) 

• 2–4 years of IT help desk or customer support experience. 

• Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations. 

• Experience documenting incidents accurately and thoroughly in an ITSM tool. 

• Experience modifying and following knowledge base articles or SOPs. 

Technical Knowledge (Required) 

• Knowledge of user account management, SSO, MFA, and authentication workflows. 

• Familiarity with troubleshooting common workstation, browser, and application issues. 

• Strong understanding of ITSM practices and ticket lifecycle processes. 

Technical Knowledge (Preferred) 

• Experience supporting secure federal or DoD systems. 

• Exposure to identity management tools or enterprise authentication systems. 

• Familiarity with remote support tools. 

Certifications 

Preferred: 

• ITIL v4 Foundation 

• CompTIA A+ 

• CompTIA Security+ 

Skills 

• Strong customer service skills with the ability to handle complex Tier 1 issues professionally. 

• Excellent verbal and written communication abilities. 

• Strong attention to detail, especially in documenting incidents and updating tickets. 

• Ability to follow structured troubleshooting steps and SOP-driven workflows. 

• Capability to multitask in a fast-paced, SLA-driven service environment.