Help Desk - Intermediate Support Web

Job Description

Overview
Decision Point Corporation is a leading provider of technology solutions for the federal government. We are currently seeking a Help Desk - Intermediate Support Web to join our team. This position will provide intermediate-level technical support for our web-based applications and systems, ensuring optimal performance and user satisfaction.

Responsibilities

• Provide first and second-level technical support for web-based applications and systems
• Troubleshoot and resolve user issues related to web access, functionality, and performance
• Collaborate with development teams to identify and implement solutions for recurring issues
• Document troubleshooting procedures and solutions in a knowledge base
• Provide guidance and support to end-users through phone, email, and chat
• Monitor system performance and availability, and escalate issues as needed
• Participate in on-call rotation for after-hours support

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• 3+ years of experience in help desk or technical support roles
• Experience with web-based applications and common web technologies (HTML, CSS, JavaScript)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to work in a fast-paced, dynamic environment
• Active Secret clearance required

Preferred Qualifications

• Experience with federal government IT systems and security requirements
• Knowledge of common web server environments (IIS, Apache, Nginx)
• Familiarity with database systems (SQL, Oracle, MySQL)
• Experience with ticketing systems (ServiceNow, JIRA, etc.)

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Work in a collaborative, innovative environment